ComplaintsforBig Red Barn Self-Storage

• Initial Complaint

  03/28/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I came to this location in ******* to get the storage March 2nd. I realized I needed a bigger storage so I came back and was charged $29 for a bigger Storage room 201. My son lost the keys so I came and I had the lock cut. There was a disturbance at the business that day so I was in a rush to get out of the business so I went to my storage the lock was cut I pulled my belongings out thinking I would not need. I was not sure if I would need it so I called back into the business and I explained to the lady I didn't know if I was going to keep my storage so with the lock being off was that okay or did I need to put a lock back on it. She told me no lock needed if it was empty. She stated by March 31st I needed to call in and let someone know if I wanted to keep the store so that I can be put back on auto pay. Today I called in to let them know that I wanted to be placed back on auto pay I was keeping my storage. My storage has been rented to someone else. This young lady said it's because I left the lock off of the storage. I was told I did not have to place one on there. Now I have my belongings ready to be put in the storage and I have no storage. Clearly I was told that I did not have to place a lock on the storage that was the purpose of me calling to ask. I have used this company before and I knew that was a rule to keep the lock on the storage but the lady in the office told me that I did not need to place one on there. However my contract does not end until March 31st why would my storage be sold to someone else now I am being given a hard time to get another storage. I paid March 2nd my contract ends March 31st why am I being given a hard time? Clearly someone in the office made the mistake not me.

  Business response

  04/05/2022

  The tenants account was reviewed.  Tenant scheduled a move out on 3/15/2022 and signed their written 10-day intent to vacate notice on 3/16/2022.  On 3/19/2022 the unit was found unsecured and vacant.  Per the lease agreement it is the tenant's responsibility to keep their unit secured with a lock at all times when occupying their unit.  Our normal operating procedures dictate that when a unit has a scheduled move out on file, found without a lock on it, and empty with no items inside, the unit will be moved out of the system.  Once a unit is moved out of the system it closes the tenants account and the tenant is emailed an exit survey.  On 3/26/2022 the tenant came back to the facility stating that they were not done using the unit and wanted it back.  However, since the account had already been closed the week prior the unit was rentable and had been rented to another person.  The leasing agent on duty offered to rent another unit of the same size to the tenant and would credit the prorated rent for March since the tenant had already paid for March rent on the original unit.  However, the rental system requires the following months rent to be prepaid on new leases beginning on or after the 25th of each month.  Only the Property Manager can override the system and lease a unit without a payment.  Since it was Saturday, the Property Manager was not in the office.  The tenant declined.  On 3/29/2022 the Property Manager called the tenant to attempt to resolve the matter further.  However, the tenant declined again and stated they no longer needed a storage unit.  

  Customer response

  04/05/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  This is not true. The day that I drove to the storage facility there will have an another altercation and I understand why. The staff think that it's funny when they mess up people's account. The lady that was being treed gave me the wrong information. That is on the staff member not me. I asked the business to pull their cameras and look at my phone so they could match up what I'm saying with my phone call. They would not do that. They owe me either my money back or a part of my money back they did not fulfill their contract.
  
  Regards,
  
  
  *****************************

  Business response

  04/09/2022

  The Tenant informed us they were planning to vacate the unit.  They scheduled their move out and signed an Intent to Vacate Notice that is required to properly terminate the rental agreement.  The unit was found without a lock, completely empty, and the account had a scheduled move out with a signed Intent to Vacate Notice.  Since the Tenant had a written notice on file it was determined the lease was properly terminated and the account was closed.  If the Tenant wished to continue occupying the unit, per the rental agreement, it is the Tenants responsibility to keep the unit secured with their own lock at all times.  The Tenant would also need to cancel their scheduled move out and re-sign their Automatic Payment Authorization to continue their month-to-month rental agreement.  We appreciate the tenants business and offered the tenant another storage unit to rent with Marchs rent waived.  However, this offer was declined twice by the Tenant.  Therefore, we consider this matter closed.

  Customer response

  04/11/2022

  Complaint: ********
  
  
  I am rejecting this response because: the lady at the front desk told me since my unit was empty I informed her that there was a possibility that I would be back and I came back and they had sold my unit to someone else making money off someone else and they had already charged me the full price. Refund my money or I will dispute it with my bank. The lady at the front desk was being trained she gave the wrong information.
  
  
  Regards,
  
  
  *****************************

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