Complaintsfor390 Self Storage

• Initial Complaint

  09/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I called because I was 4 days late on my payment and I have been a customer for 4-5 years already .. then ask JO was there a late fee and she said yes after 6 days I went to explain how I was charged a late fee and it was 4 days she then got upset and said she was sending me a letter to vacate and she did do that part

  Business response

  10/03/2022

  We have received the complaint to the Better Business Bureau in the mail and are aware of the situation. We received a call from Ms. ****** on 9/6/2022 (we were not open on 9/4/2022). Ms. ****** made payment for her storage unit rental. She asked the amount she was charged and the employee she was speaking with stated the amount. The amount did include a late fee of $25 and the employee explained as much. Per Ms. ******'s Lease, payment must be received within 5 days of the due date(always the 1st of the month), or a mandatory administrative fee of $25 would be applied to the account.The employee explained this to Ms. ******. Ms. ****** argued that due to the holiday weekend, it was neither right nor legal to charge her a late fee. The employee stated that it was her responsibility to anticipate any potential closings when planning her payments. Our office was only closed on 9/4/2022and 9/5/2022 and was open on 9/1/2022-9/3/2022. Furthermore, payment was due on 9/1/2022 and should be paid before then (during the month of August). It was also explained that we would accept a mailed check with no late fees so long as it was postmarked prior to the 6th or we have an online payment system, in which each tenant has their own log in and can make payments from that portal on or after the 1st. MS. ****** stated that these other options were not acceptable to her and since we were closed on that Sunday and Monday, we cannot count those days towards her 5 day grace period and we must remove her late fees. Ms. ****** has a history of late payment, which we have previously waived in the past. In order to discourage further late payments, it was determined that we could no longer provide this to her and the employee stated that we would be unable to remove the late payments at this time. Ms. ****** demanded to speak to a manager, but the employee she was speaking to was as high up in the company as could be expected.Due to increasing call volumes, the employee was required to wrap the conversation up, as it was evident that no amount of explanation would satisfy Ms. ******. The employee apologized for any inconvenience this caused and stated that if she was unhappy with the services provided, she may look elsewhere for her storage needs. All we ask is that, per her Lease, she complete a written notice of move out form. The employee explained the requirements of the form and sent the form to her. The call was then ended so that the employee, who was working alone at the time, could attend to other customers.Ms. ****** called back the following Saturday, 9/10/2022, and spoke to a different employee,complaining about the previous one. The other employee reiterated the same things that the original employee did. Proof can be provided by call logs and copies of Lease Agreements.We at 390 Self Storage feel that this matter is settled. Ms. ****** paid for her unit, plus late fee,before this was even an issue. She is welcome to remain a tenant at 390 Self Storage for as long as she desires, we just ask that we abide by the agreement she signed. If you have any further questions,please feel free to contact us at number or email address provided.Thank you for your time,Thomas L********** 390 Self Storage

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