ComplaintsforAttic Self Storage @ 20

• Initial Complaint

  12/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Went in on Nov in person after I couldn't get anyone on the phone. I drove 35 min to ask a question as opposed to continuing to call. I told them I was moving out of unit middle of Dec. I am student and was able to provide home owners insurance from place I am renting a room but they would not accept it. They demanded you pay their insurance to continue to have unit. lady told me that she would waive the new insurance requirement since I was moving out middle of Dec. She told me to come in middle of Dec when I cleared out unit and prorate would be calculated at that time. She typed in my account. She in fact did not remove the insurance for Dec but I paid to avoid late fees. I moved out middle of Dec as discussed went to front office to discuss prorate and why insurance was added. FD lady tells me nothing written in account but gives me the insurance reimbursement. She said nothing in my account written about prorate or reimbursing. She said there was nothing she could do about prorate even after we spoke in Nov because i didn't not call her. She never mentioned in Nov that i had to call her Dec 1 to give her exact date nor to not pay my monthly payment online to avoid the additional charge. When confronted, she did not "know" we had spoken and stated my account didn't have anything documented as discussed. I told her I wanted a call back after she spoke to the lady who did help me. Come to find out, it in fact was the same lady as the front desk earlier. She said she told me to call on the first to not pay the additional charge and to discuss prorate which she in fact did not. She said she tells this to all of her customers. She said refer to the contract. But when I told her that she she never told me and this morning she lied then bc "nothing" was in my account,l and all of sudden there is, she made the mistake and that I would not by any means make this a bigger deal then it should if this was explained IN PERSON. I want my prorate bc they made the mistake.

  

  Business response

  02/28/2023

  Business Response /* (1000, 5, 2022/12/20) */ Contact Name and Title: Joy ***** - Manager Contact Phone: XXX-XXX-XXXX Contact Email: ********@atticmgmt.com August 6, 2022 - Customer rented a unit with us and signed a contract that was discussed at time of move in, including the Insurance requirement stating that in 30 days if proof of insurance is not rcvd we will enroll in our minimum protection plan. Contract also states that we "will prorate from 1st to 15th but must be paid before the 5th, after the 15th a full month is due. There will be no refunds". Oct 26, 2022 - notification of enrollment in our plan effective Dec 01, 2022 was sent. Nov 11, 2022 - Customer brought in proof of insurance that was not their insurance and we could not accept it. Customer informed us they would be moving out in mid December but was not sure of exact date at that time. We told her to call the office at the beginning of December so we could pro rate and would credit the Protection Plan at that time. Phone records do not show any voicemails from this customer on that day. Dec 5, 2022 - Customer chose to make online pymt at 1:10 pm which is during business hours. Phone records for that day do not show any voicemails from this customer on that day. Saturday Dec 17, 2022 - Customer came in on stating unit had been vacated demanding refund as customer had made a full month payment online. Was only able to refund the amount of the Protection Plan. Tried to explain that if customer had called the office at the beginning of the month we would have prorated to move out date and deleted the Pro Plan at that time, the online payment system only accepts full monthly pymts. Customer Demanded the owner call and I immediately called my Supervisor, giving him the name & phone # of customer. He immediately called @ 2:05 pm and left a detailed voicemail to resolve the issue. Dec 20, 2022 9:55 am - Supervisor called again & left another detailed voicemail. Customer hasn't returned either phone call. We apologize for the stress this has caused the customer due to this misunderstanding and have refunded the remainder of storage rent to the Credit card which was used.

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