ComplaintsforFree Up Storage- Ferris

• Initial Complaint

  12/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Hi, my name is ******** **** I moved from Llano County, Texas to here in Ferris, Texas on August 15, 2022. The day I got my unit was also August 15, 2022 (unit 23 Free Up Storage- Ferris) . I was made aware that I was on some sort of deal where the first month was discounted and the second month (September 2022) would be free. My issues started in November. I had received an email stating that I had a late payment which did not make sense because as far as I knew my payments were due the 15. After moving, I had cancelled/closed my bank account that I had initially used to set up payments with. Because of that, I knew I would have to set up another card and began making calls to update my form of payment. My **** records can confirm the amount of times I called in a 3 WEEK period and the fact that I had called well before payment was due. In three weeks I was unable to successfully get ahold of anyone at the Free Up Storage Ferris location. I was transferred to Waxahachie, Terrell, and Tyler Texas. All persons stated they were unable to access my account because they were at a different facility, and they would have my claim escalated to district- I never heard back. When I did get ahold of someone (after 3 weeks), I spoke to *********. ********* explained to me that she had taken over the property as the new manager and she is only in the office on Tuesday's. One day a week. She spoke about how she is unfamiliar with the phones and that is why I couldn't get a hold of anyone in the office (for 3 weeks). She then explains how she doesn't understand why my payments would be made to be taken out on the 15th of each month, and not the 1st, when that would cause me to have a late payment. I then bring up how I need to update my payment information to my fiance's card and ********* then moved my payment date from the 15th of each month to the 1st, including automatic payments. She also claimed she was unable to remove any late fees from here end. Unacceptable when this at fault of management. It is now December 8, 2022 and I received yet another email that I have a late payment due on my unit. How is this possible when I have not only paid outrageous late fee's, from something the facilities managers are at fault for, but had indeed set up automatic payments.

  Business response

  03/22/2023

  Business Response /* (1000, 7, 2023/01/05) */ In review of the claim, we sincerely apologize to Ms. **** for the frustration she may have experienced. The former Manager referenced in the complaint never escalated this to Management for support. It appears Ms. **** has since paid a total of $50.00 in late fees as a result of not being able to get ahold of the former manager. As a courtesy for her frustration, we have provided an entire month credit to her account, which totals $129.00, far exceeding the request Ms. **** requested. The local District Manager is also reaching out to connect with Ms. **** and understand any other concerns she may have, as well as verify proper contact methods. Consumer Response /* (2000, 9, 2023/01/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Free Up Storage has made an amazing effort in resolving this issue now by waiving January's rent fee's in response to asking for past/current late fees to be taken care of.

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