ComplaintsforMidgard Self Storage

• Initial Complaint

  09/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ok we rented a storage building from this place in October of 1922. We have had a lot of problems. We sent them a text to tell them we are moving out So they are saying they are going to charge an extra months rent. We already have half the stuff moved and it will be moved out this month. Also they have charged extra fees on are bill that are not right. Also went up on our bill an enormous amount just the almost two years we have been there. We were never told there was a 30 day notice before we move our stuff out.

  Business response

  09/26/2024

  We just received complaint ********* regarding our business and some of the contact information provided by the consumer does not match what we have on file. For security reasons, we are unable to provide account information if the customer cannot identify the correct contact information. If adjusted, we’d be happy to respond.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Out side parking spot contracted 67.00 went up to 119.99 with no notice. Happen to catch it on my auto draft charge. When question email only , no notice Givin. No improvement to property that terrible service . We accept refund for difference charged.. We move out.

  Customer response

  05/01/2024

  We just moved here my # was **** *** **** now givin to my husban my new # is *** *** **** 

  Business response

  05/10/2024

  The contact information provided on the complaint (attached) does not match what we have. As a security policy in our company, we do not discuss an account unless the person’s contact information matches what we have on file.

  In the photos of the unsigned lease that you shared, you can see at the top that the phone number she gave us doesn’t match the number of the person making the complaint. The email address also does not match.

  If she’s able to resubmit the complaint with the correct contact information, we’ll happily submit a response. Until then, for security reasons, we cannot submit a response to someone who we cannot verify is the tenant.

  Thanks,

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is the 3rd time I've had an issue with this storage facility! The 1st having to do with a rodent infestation and the last two, they erroneously add insurance to the monthly cost without an advance notification. NO EMIAL, NO AUTOMATION PHONE CALL OR NO TXT MESSAGE!!! The 1st time when I realized it, I had paid them over $50 more . This time I caught it, and immediately called them. Luke, the 1st representative I spoke me, told me if I sent my Declaration page over, he would backout the additional fees & email or txt me back letting me know it had been done. Four plus hours later, he hadn't, so I called back. This time Luke said he couldn't remove the additional charges and my December bill will reflect the correct amount. I told him that was unacceptable, not only because he told me 'he could', but again the fact they shouldn't have been on there anyway!!! We went back and fourth and eventhough he was very understanding & professional insisted there was nothing he could do. I ask for his supervisor/boss, and connected me to Spring. When she got on the phone, her demeanor was totally unprofessional. She continually over talked when I repeatedly ask her for the regional manager and an email address. The conversation between she & I became very heated. She hung up on me 3x's, and she flat out refused to provide the information I had requested numerous times!! I rented storage for year's and ehave another one nearby, so when I say Midgard is the most unprofessional, worse & unethical one I've EVER USED, I mean it!!!

  Business response

  11/27/2023

  At Midgard Self Storage, we take pride in our ability to maintain a safe and secure environment for the protection of our tenant’s items. One of the ways that we do that is by requiring that an active insurance policy be covering a tenant’s stored items at all times. We provide our customers with the option of purchasing one of our third-party insurance policies or using their personal insurance and providing us with a declaration page as evidence of their coverage. If our tenants fail to provide proof of insurance or fail to provide us with updated insurance information, we will automatically apply a third-party insurance policy to their account. We do this for the sole purpose of protecting our tenants and the items they are storing. As soon as we receive proof of insurance, we cancel the third-party coverage.
  
  We are sorry to hear that Ms. ******* has not had a positive experience at our facility, but, as outlined in our lease, it is the tenant’s responsibility to provide us with proof of insurance and failing to do so is a breach of our contract. In order for us to ensure the safety of all of our tenants, it is critical that every tenant has an active insurance policy that insulates them and those storing around them from incurring extensive harm. As long as our tenants are abiding by the terms of the lease and providing us with proof of insurance, they will not encounter any further insurance related fees. 

*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. ↩