ComplaintsforKO Storage

• Initial Complaint

  11/07/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On Monday October 16th, 2023 I received 2 text messages about 2 units that I rent at the *********** location in *****, **. The text messages stated that it was my second past due notice and that I could pay online or by calling the number provided. I called the number to make a payment with my debit card. I was told my payment method was not processed. I spoke to an agent and was informed that in order for them to process my payment I would have to sign a form releasing my property to them in case there were any issues processing the payment. I spoke to the sight manager ***** who informed me of the same. He informed me that my last payment came back NSF so my only option was to sign the form releasing my property to them in order for them to process my payment. I informed ***** that I could not control the bank placing a fraud hold on my card, that the issue had been resolved. He informed me that he would NOT take my payment unless I signed the document releasing my property to them. I offered cash payment and he also refused this form of payment. KO storage has refused every form of payment that I have offered them unless I sign a form releasing my property to them "in case there any problems". It is illegal to refuse payment. It is theft and extortion to force me to sign a document releasing my property to them in order to take payment. I only want them to accept my payment, remove the overlock on the units so I can remove my property.

  Business response

  11/14/2023

  To: Better Business Bureau of ********* and ************
  From: ***************************
  Date: 11/10/2023
  Complaint ID: ********
  
  BBB, 

  Thank you for bringing this complaint to our attention. On Wednesday, October 18th,I, District Manager, ***************************, spoke with *********************** regarding his account and making a payment for his 2 units. **************** was upset that he was not able to make a payment online nor over the phone with us, due to two NSF (Non-Sufficient Funds) that were on his account from 8/14/2023 and 10/6/2023. It is our company policy when tenants have multiple non-sufficient funds payments that come back to us, the tenant must sign our Release of Ownership Form for us to process their payment after we have received multiple NSF charges. The form acts as an insurance policy in case the payment comes back NSF. This form ensures that the tenant is making a payment in good faith and that it is not going to come back as an NSF payment. **************** insisted that we process his payment without him signing the form that guarantees that his payment will not come back to NSF. After discussing with ****************, he stated that he has talked with his attorney and his attorney advised him that he does not need to sign our Release of Ownership Form because it's against the law, and he's not signing anything. **************** became demanding and very irate over signing the Release of Ownership Form, stating that he would be pressing charges against us for theft and ended the phone call. Since this incident occurred, **************** has made a payment for both of his units and proceeded to move out leaving items and junk inside both units. However, we have attempted to reach out to *************** on several occasions but have not been successful.

  Best,
  ***************************, District Manager

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We rented 2 units from A Storage almost 2 years ago, which is now KO Storage as of April 28, 2023. This new company had mailed me new ownership info and forms to fill out. They went to the old address and I never received them. Around the first of the month I always look for thier payment taken out of the bank which was $310.00, it havent cleared as of may 7 so I called them and ask them to set up auto pay and said it was all takes care of. Then in June it wasnt taken out again so I called back and it hadnt been set up.. I asked the man when we had set it up again how much and he said $201. I told him that wasnt correct because I had 2 units a large one and smaller one. He then told me I had requested a clean out on the smaller unit! I told him I had never done that. The lady working there said there wasnt a lock on the unit. Of course we had is lock on it. The unit is empty!! All my husbands tools, lawn mowers, copper sink thousands of dollars of our things just gone!!! Since we rented my husband has passed away so these thing were so precious to the kids. ***** is the lady we asked to look at footage but she has never let us now whats going on. I have moved to *****, ***** where Im in the process of building my home. The unit had dirt blown in like it had been empty for a while! Can you help us find out where all my things have gone. *** was a ******* veteran who was exposed to agent orange and was 100% disabled. Agent orange took his life on Christmas Eve 2021. These were all his tools from years of purchasing them. Is there anything I can do? Please advise. Thank you.This is the Ko Storage business on Hwy. 307 in *******, *****. The main office is what was brought up on the owner of the business. They dont seem to want to help at all. I do think the previous A Storage is at fault here.

  Business response

  07/17/2023

  Hello! I am writing to provide a response claim #********. 

  I appreciate the opportunity to address the concerns raised by our tenant, *****************. I can confirm that *** and I had a constructive phone conversation on July 17, 2023, and we take their claim against past ownership, A Storage, very seriously. My primary goal is to ensure our tenants have a positive experience and are treated fairly in all matters related to their storage needs. Upon receiving ***** complaint, I promptly initiated an investigation into the alleged issue and have been actively engaged in gathering all pertinent details surrounding their claim. When we closed on this facility on April 28, 2023, ***** unit, D45, was found empty and without a lock. I have reached out to the Broker and left him a voicemail message to contact me for resolution. We understand the importance of resolving this matter promptly and I am doing everything within my capacity to help *** reach a resolution. 

  At this stage, the resolution process *** require additional time, but I want to assure both *** and the BBB that I am diligently working towards gathering information. I will continue to communicate with *** regularly and provide updates as progress is made. If there are any further questions or information required from my end, please feel free to contact me directly at ************ or ********************************* I am open to any suggestions or inputs from the BBB as we aim to resolve this matter amicably. Once again, I appreciate the BBB's involvement in this process and thank you for allowing us the opportunity to address this complaint. I will continue to work diligently with *** to ensure a satisfactory resolution for all parties involved.

  
  Sincerely,

  ******** Best

  VP of Operations

  KO Storage

   

  Customer response

  08/22/2023

   I am rejecting this response because:
  
  Ms. **** says the same thing and never does she contact me. I have only heard from her in July. She does not return any calls. I am preparing a very detailed account to precede with further action. Thank you  

   

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

• Initial Complaint

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  At the end of March we called to give 30 days' notice that we planned to vacate on 5/1/22, as required in our contract. The man that answered the phone told us that we could vacate in 30 days, but our contract requires 60 days' notice and we would still have to pay for the entire month. Since I didn't have the contract with me, I reluctantly agreed to change the move-out date to 6/1. On 5/25 we received an email letting us know that they would be taking money from our account on June 1. I sent in an email asking why. I was told that it was sent in error and that the computer indicates a move-out date of 5/31.On 6/1, KO withdrew payment, causing an overdraft. I tried calling and the phone just rang. I sent an email that no one answered. On 6/2 I called and talked to someone from corporate. She told me that the woman who emailed me back isn't affiliated with KO and she will report her for not filing an end date correctly. I tried to tell them that I had talked to a man who insisted on 60 days' notice, and she claimed that wouldn't happen because they only require 30 days. I asked to talk to a manager and was told he would return my call the following day. I still have not heard from manager, but I finally received notice that they have verified that we moved out. An hour later I received a text asking me to pay my overdue ****. When I called, I was told that we were billed because there's still no notice of a move-out date in the system. I asked to speak to a supervisor but was told that she could email him and he might get back to me when he's not traveling.

  Business response

  07/11/2022

  Jun 14, 2022 2:06 PM  

  General - Note

  Created by: ***********************

  I have called **** multiple times to discuss the $30 overdraft fee. Her voicemail has been full each time. Verifying her address was also part of the conversation.

  Jun 03, 2022 6:04 PM  

  Billing - Refund reverse successful payment

  Created by: ***********************

  Customer vacated the space. It is a parking space and customer claims she let someone know she was vacating. We are only on day 3 so we will be flexible with the refund.

  Jun 06, 2022 9:03 AM  

  Occupancy - Move-out  G-10

  Created by: ***********************

  Customer claims she told property management that she was vacated and that she would get refunded. We don't have record but WOWing the customer. It is a open parking spot.

  Jun 02, 2022 4:31 PM  

  General - Note

  Created by: *****************************

  Upset tenant would like $30 overdraft fee paid since her account wasn't scheduled for move out correctly by eau clair *************

  Jun 02, 2022 4:21 PM  

  Billing - Refund reverse successful payment

  Created by: *****************************

  Moved out

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I moved from the rental units in January. I received a letter stating the units look good. For two and a half months I have been told the will mail out my deposit!!!

  Business response

  04/08/2022

  Good afternoon,

  Thank you for the follow up on this issue. In January, our Facility Manager completed the Move Out for *********************** at our ****** facility. A glitch in our Software system allowed our Manager to complete the move out without requesting a Security Deposit Refund (A field that is required to process a Move Out with a Security Deposit). Because of this, the Security Deposit was missed. After not receiving a check in the mail, *********************** followed up with our team, requesting the check. This was routed to our Supervisor of the ********************* and a special case refund was issued for ***********************. A check for the full Security Deposit was cut on April 5th, 2022. If she has not already received the full refund, *********************** should be receiving the check within the next 3 business days. *** was a great tenant with us and caused zero issues. She is entitled to her full Security Deposit Refund, and we are refunding her accordingly. We appreciate her patience as we resolved this issue, and apologize for the delay.

  Thank you,

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

  District Manager | KO Storage

  Customer response

  04/08/2022

   I am rejecting this response because:
  
  
  I will contact the BBB once I receive the check, I have heard this for 3 months!!!

• Initial Complaint

  01/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  KO storage bought this facility from ******** Self Storage in November of 2021 and must have gotten mailing addresses and correct phone numbers from them but only contacted customers via email. Since new signage was not in effect at that time and then I was ill, then left on Christmas vacation I ignored their emails, not having a clue who that was from (thinking it was a scam). Then in January, I received an email with notification of a late fee and overlock fee. Although I had paid up until January 25th with American Self Storage, KOS storage changed the terms of due dates to the first of the month and therefore charged me a late fee. I paid everything and on 1/16/1022 received an email saying they would credit me $96. Well they did not and now I prepaid for February and they still did not credit me the amounts due. I cannot reach them by phone, they require a certified letter to provide them with my address and I am extremely upset about all this. I see quite a few units with overlocks placed on them and fear the owners have no clue what is going on. In their contract they sent via email for me to initial, I could not print it out and want to be able to do so in order to read whatever else they have in store for us! I know somewhere it said they could auction off owners' belongings and this all seems terribly unfair. No one is physically present in their office and the company is a chain with headquarters in *********.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩