Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to open a storage unit with this facility. I made the reservation online for a 5x15 unit and when I went to move into the unit, the property manager was unable to find my information. I gave him my name multiple times and had the confirmation number and email available to show him, but he refused to look at them and said that the reservation didn't exist and that he didn't have any 5x15 units available. He called other storage facilities in the area but none of then had units available for me. I had wanted to rent the unit there since it was cheaper, but had a back up reservation with another facility so I signed a lease at that facility. This was on 6/18/22. On 6/21/22, he called me and said it was an "emergency." I called back twice and he didn't answer and I spoke to his coworker who took a message and assured me I would receive a refund and made it sound like that had been an ongoing issue of them not being able to find the reservations. On 6/24/22, I received a receipt for a termination notice and a partial refund of $92. I called the facility multiple times and received no answer, so I drove to the facility to speak to them in person. He said that he was "the middleman" and could do nothing more for me and when I asked for a phone number to call to ensure I would receive a refund, he gave me a number to a disconnected line. I called two other facilities in the area and they filed support tickets to speak to the area manager, who I'm still waiting on a call from. I would like to receive a refund for the full amount I was charged. I never signed a lease for the storage facility and was never given access to the unit, so I never should have been charged in the first place. I was only turned away on multiple occasions and given little explanation as to why.

  Business Response

  Date: 09/27/2022

  Business Response /* (1000, 8, 2022/07/11) */ I am not sure what happened with this customers reservation, but the property manager did reach out to me about this issue. The only reason the Property manager did not answer her call was due to him being on the phone with the Area Manager as he was trying to resolve this issue. We did issue the customer a refund. However, our admin fee is a non-refundable fee that we typically do not refund. We have made an exception to refund this customers admin fee. I did not reach back out to her because when I called the manager to get all the details, he stated that it was already handled. I will be reaching out to this customer to let her know that we have refunded her the full amount. As far as her getting the wrong number, I have no clue about that, and I will speak with this customer.