ComplaintsforNeighbor Storage, Inc.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Rented a space using Neighbor.com (R) in Tucson, AZ. Signed lease with owner (host) RecNation (RN). Basically never dealt with N after first several days after signing lease. Installed the RN app on my phone to open and close the gate. There is a large sign at the gate concerning proper notice for cancellation. N collected rent via Visa card on the 1st of the month. Not clear to me what the relationship between N and RN was. When it came time to cancel I emailed RN per their instructions and received emails back saying cancellation accepted. Didn't use space for the last two weeks of March. The lease was to terminate March 31. Received email from RN on March 25 stating "move out completed, returning space to inventory". While this was before the actual termination date I was OK with that as I was not using space. Received my Visa bill on May 4 and noticed that I was still being charged the $121 lease fee by Neighbor.com. I was traveling in April and did not check my statement. Did so and found I had been charged for April too. $242 total. Called N and had to leave a message. Did so. Also emailed customer support. Called repeated and never got a real person. Eventually was contacted by D who stated he had tried to call me repeatedly. Checked, no calls from N. No problem with phone w other calls. D pointed out that I had violated Terms of Service by not notifying N of move out. Move out is explained in section 9.8 of Terms of Service. Who reads/gets that far? I explained sorry, did not realize I also had to notice them up too. Thought proper notice to "host" RN, who I had signed a lease with, sufficed. Eventually I was given a credit to my Visa card for 70% of the rent for April and May with an admonition that I should have read Terms of Service and N was doing me a favor by returning 70%. I believe the lease agreement I signed with N takes legal precedent over N's Terms of Service. Bottom line is user beware! Take care to study/understand N's Terms of Service.

• Initial Complaint

  03/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been paying for a spot to park my broken down car, the spot I paid for was through this platform. The owner (host) also owns a tow company. I had made arrangements for him(host) to tow my car from the mechanic shop to the lot I was paying for. The host told me that he was picking up my car. This whole time I thought my car was in fact at the storage space. I reached out to host to make arrangements for my car to be towed back to the mechanic shop to get the repairs done, to my surprise I found out that my car never got towed in the 1st place. I asked host on several occasions to return the key to the shop, in the end had to go to the cops in order to get my car key back. I have reached out to this platform several times now and they continue to refuse to rectify this situation with out talking to the host. By their own admission, the host has not communicated to them after they reached out to him, they also have his tow company listed in the email to me so they have information regarding the fact that he does own a tow company and obviously can see that he doesn't communicate very well. Even though they have this information right in front of them and I have told them that I can get something from the mechanic shop to show that my car was never towed in the 1st place and that the shop turned the keys over to the guy for towing purposes they still refuse to refund me for the storage space that I was paying for, because I was under the impression that my car had been towed to and was located at the spot. Had the host communicated with me I would have fixed the issue. The host could have communicated with me via the platform.The platform should be able to see that the host communicated with me about the spot but not about how he did not tow the car and why. Had he have done so I would have fixed the issue. How am I supposed to fix an issue if I don't know about it? Host had called me to let me know that he had gotten the key and would be towing the car but didn't

  Business response

  03/19/2024

  Thank you for bringing this incident to our attention.  We are very sorry you had such a poor experience with your host.  

  We reviewed your account and your correspondence with our Trust & Safety team.  Since your host did not respond to our requests for more information and since your host did not end your reservation when they knew your vehicle was not being stored with them, we issued a full refund to your account in the amount of $203.87.  

  Should you have questions or need further assistance, please feel free to reach out to our customer support team at ************************************************************.  We are happy to assist.  

  Customer response

  03/19/2024

   
  Complaint: 21444902
  
  I am rejecting this response because:

  This only partly takes care of the issues. Yes a refund is definitely in order however that doesn't take in account for the extra money that I was forced to spend do to this situation. I had to take time off work to deal with it, I had to sit in a police station to file a report because of my key not being returned. I have to wait longer for my car than expected because they could not start the work on it until they had the key so in the meantime I was having to pay for Lyft, Uber and taxi service due to my work schedule not lining up with the city bus schedule. So I am having to spend more money because you and your host did not do what you were supposed to do. Due to your company and the hosts negligence I am out more money than I should have been. The host by your own account should have notified you and myself, he failed to do so. On the other hand your company failed to adequately vet the host, failed to adequately supervise the host and failed to make sure that communication was happening. This is on you and your host and therefore you and your host should make me whole at the least.
  
  Sincerely,
  
  ***************************

  Business response

  03/20/2024

  I'm are sorry you are still dealing with other expenses. 

  I reviewed your account history and understand you left your vehicle with ********** for the host to pick up. It's our understanding ********** did not pay the host to have the vehicle towed to the storage space. 

  Since this was an agreement made between you, *********** and the host's towing company, outside of Neighbor's Terms of Service (*******************************************************), we are unable to reimburse you for the additional fees you incurred.  Please consult your local authorities to determine the appropriate steps to hold ********** or the towing company accountable.  

  Should you have further questions, please feel free to reach out directly to us at **********************************.  

   

  Customer response

  03/21/2024

   
  Complaint: 21444902
  
  I am rejecting this response because:
  You had a responsibility to vet your host and did not do so. You had a responsibility to insure that your platform was being used the way it was supposed to be. Your company is liable for a part of the extra money that I have incurred therefore you should be covering a portion of the extra expenses that was incurred because of the situation. It was your responsibility to over see your hosts, and you failed to do so.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I'm filing a complaint against Neighbor.com for issues with a parking space rental from Velma T. in Wahiawa, Hawaii. Advertised at $75 for the first month, I was unexpectedly charged $90.12 due to undisclosed fees. Mid-month, my lease was canceled without consent, incurring an additional $90.12 charge. This cancellation, explained as accidental by Velma, forced me to find costly last-minute parking. Neighbor's justification revolves around a two-month minimum stay for the advertised rate, a condition not clearly communicated during booking, violating FTC guidelines for clear disclosure. Attempts to resolve this through Neighbor's customer support were unfruitful, with no response for eight days. This lack of support compounded the financial and logistical burdens I faced due to the misleading advertisement and the abrupt lease cancellation. Neighbor's actions have caused significant inconvenience and unexpected expenses, highlighting a disregard for transparent business practices and customer welfare. Despite discussions with their customer support and Trust and Safety team, there's been no satisfactory resolution, prompting me to seek formal recourse. This situation underscores the need for accountability and a fair resolution that addresses the misleading charges and the inconvenience caused.

  Business response

  02/05/2024

  We appreciate you bringing this incident to our attention.  We researched the matter further and concluded the host accidentally ended the reservation early, causing the renter to incur a second fee when they did not stay in the space for more than 1 month.  Due to the mistake, we processed a refund in the amount of $90.12 to the renter. Since this is an electronic transaction, it may take 3-5 business days for the funds to appear in the renter's account.  We hope this resolves the renter's concerns.  Should the renter have any further questions or need assistance, we invite them to reach out to our Trust & Safety team at [email protected].  

  Customer response

  02/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am a host on the neighbor app. I have been renting out space on my land to a renter with a motorhome. The renter has not paid any rent since February 2023. Neighbor claims to notify the host within 30 days of the renter being default on payments. However, neighbor never notified me. I was the one who noticed no rent had been paid for a year. When I brought this to their attention, they said they will give me an extra month of pay and begin the process to remove the renters property. Nothing has been removed from my property. The website claims they will have an online auction to remove the default renters property. Neighbor has not done this. Now they expect me the host to pay $1000 to the towing company to remove the motorhome. Nowhere in their terms does it state that I have to pay money out of my own pocket to remove a renters defaulted property. Neighbor claims that they take care of everything should this occur. The years worth of missing rent totals $1,845.84. I have tried to contact them three times by telephone to no avail. Twice I got a message stating they closed early and the last time I called I left my phone number to have the next available representative call me back which they never did. Neighbor is refusing to abide by their own terms. I am unable to use my land or to rent it out to anybody else at this time. Also, neighbor has posted under my account that I have another piece of land for rent. I did not authorize any further availability on my land to rent through neighbor. I informed neighbor that I will not be using their service after this issue has been resolved. I just want my land back and neighbor to remove the default renters property like they claimed they would

  Business response

  01/30/2024

  Thank you for bringing this review to our attention. We have been working with this host to resolve their concerns. There was a bug in our system that unfortunately overlooked the host's renter's delinquency. The delinquency was brought to our attention by the host. Our Trust and Safety team has been working to locate a tow company in the host's area to remove the vehicle from the host's space. This happens to be a complex tow so locating a tow company has been challenging. We did locate a tow company who can assist, however they would not accept payment through Neighbor. They would only accept payment directly from the property owner. We did offer to reimburse the host for their out of pocket expenses, however the host was not in a position to pay out of pocket for a $1,000 tow. Since the host was not able to pay out of pocket, we are working with the host to pay them $1,000 up front to be used to complete the tow.  We are very sorry for any inconvenience this has caused the host.  The host is welcome and encouraged to reach out directly to our Trust & Safety team for further assistance.  
  
  
  

  Customer response

  02/05/2024

   
  Complaint: 21193951
  
  I am rejecting this response because:

  I do have some concerns regarding Neghbors proposal. Firstly, if the towing company requires more than $1000, I do not want to have to pay for it and need the agreement to state that Neighbor would be responsible for the additional charges. Secondly, I want to be reassured that the towing company knows where the motorhome is to be towed to.
  

  If lthe agreement could be revised to include the above concerns, I believe this issue can be resolved.
  

  
  
  Sincerely,
  
  ***********************

  Business response

  02/07/2024

  Thank you for your response.  Our team reviewed your request and altered the contract to include terms that we would reimburse for towing expenses to to $1,300.  The vendor we located quoted $1,000 for the job.  They provide towing and impound services, so the vehicle will be towed to the towing company's impound lot.  Please feel free to reach out directly to our Trust & Safety team for further assistance.  Have a great day!

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled a membership through host and was still charged twice after.

  Business response

  10/31/2023

  The Renter in question paid for a storage subscription that started on May 29, 2023 and ending on October 30th 2023. The Renter had agreed to our Terms of Service and had been made aware on multiple occasions that they would need to cancel online in order to stop future recurring payments. The Renter removed his items on an unknown date without informing his Host. After noticing the Renter's absence the Host reached out twice to ask if the Renter was coming back and to remind the Renter to cancel to avoid being charged. According to the Terms of Service, it is the Renter's responsibility to cancel their reservation. 

  When the Renter did contact us we assisted the renter by cancelling his storage agreement and we even partially refunded the Renter for the most recent month. We refunded the renter $36.40 of the initial $64.42 that they had paid on October 30th. We did not provide a full refund because we have a responsibility to compensate the Host. Even though the Renter was no longer occupying the space the Host was still holding it for them. The Renter complained that they had two charges on September 30th and October 30th since they moved out. 

  In accordance with our Terms of Service and Cancellation and Refund Policy, no refunds will be issued after the start date. The partial refund for October 30th was already an exception to our policy and is intended as a sign of good will to the renter. 

   

   

  Customer response

  10/31/2023

   
  Complaint: 20800599
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was using the neighbor app for self storage. I was a host. Neighbor claims to protect the hosts with up to a million dollar coverage for property damage. Well I had somebody run over my septic tank after they moved my barriers and broke it . The people had paid for extra insurance. The app claims to have million dollar protection for The Host. When I attempted to make a claim I was told that I need to file it with my homeowners insurance. Which I did not have. I tried to find out why they advertise $1 million dollar protection for the host and why they're not covering it. And was given the runaround. So I had to pay $2,400 out of pocket to pay for a new septic tank .

  Business response

  10/23/2023

  Hi *****,

  Thanks for submitting your question through the Better Business Bureau. We happy to clarify again for you about our $1 Million Host Liability Guarantee.

  To review the details yourself, you can see our following page:
  
  ***************************************

  I understand this has been confusing and want to make sure it's clarified for you here once and for all. The Liability Guarantee, as stated in the Terms and Conditions covers the following:

   - Bodily injuries related to your Neighbor storage reservation
   - Third-party property damage (excluding host and renter property damage) related to your Neighbor storage reservation
  

  It does not over the following:

   - Damage to your property or your renter’s property
   - Property damage and bodily injuries that are NOT related to your Neighbor storage reservation

   

  We were very sorry to hear about your incident with your septic tank, and are glad to hear it has been resolved. Hopefully this helps clarify why the situation wasn't covered under the the Liability Guarantee.

   

• Initial Complaint

  07/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have decided to rent out a space with neighbor.com. The renter brought cockroaches with them. We reached out to neighbor and they refused to help facilitate fast move of the belongings. They told us we have to give renters 30 day notice and if they dont move after 60 days they will help auctioning those belongings. I have found cockroaches is my childs bed, in our bed, and multiple places in the kitchen. I dont feel safe in my home and this is a health hazard. Neighbor is refusing to help.

  Business response

  07/19/2023

  Hi ****,

  Thanks for reaching out. We are sorry to hear about your situation and wanted to review your case to determine what the best steps were but we cannot find an account under your name, *******************, your email, ***************************************, or the phone number,  **************, you provided. Is it possible you used different information to create your account? If you can get that over to us, we would be happy to look into it further.

  In the meantime, I can still speak to the information you have shared and explain why we would have provided the information we did give the circumstances you described. Evicting a renter, even for reasons like what you are describing, is governed by your state Storage Code, which gives specific timelines and actions that have to be taken before a renter can be removed from the space. We work to abide by those codes and to help you do so because failure to abide by storage code can mean the renter could pursue action against you for failure to follow the law. 

  I can review your specific details more closely once I have your Neighbor account information which will let me give a more detailed answer.

  You are also welcome to follow up on the correspondence we sent you to pick the conversation back up through our normal channels.

  Customer response

  07/19/2023

   
  Complaint: 20342898
  
  The account is under my husband: *********************, phone number ************, email ******************************.

  We have given the tenant 30 days notice on July 1st. If early move out is not possible, we are asking neighbor to cover the pest control and cleaning costs. Again, this is a health hazard and needs to be resolved fast.
  
  Sincerely,
  
  *******************

  Business response

  07/25/2023

  Hi **** and *****,

   

  Thank you for providing those details. I was able to find your account and the reservation in question. After looking at the details I am very sorry you are having to deal with this. It's obviously not how we want your experience as a host to go on our site.

   

  I can see that you are already working with **** on our Trust and Safety team. To reiterate what she has said, renters are responsible, and agree they are responsible, for any damages they cause to a hosts property or space when they sign our Terms of Service. The terms laid out there represent the contract you both agreed to when you created your account and reservation. We expect all parties to abide by those terms. Damage caused by renters is specifically covered in the 13th section, which you can see here:
  

   

  *******************************************************

   

  I can understand why you would be looking for the best way to get your space cleaned, and why you would look to us but in a case like this, we wouldnt take responsibility for your renter's actions as we didnt advise them to move into your space and we certainly never told them they were okay to move infested items into your property. For those reasons, we wouldnt resolve the issue on their behalf, they would need to address this for you.

  
  I can see we have already provided you with their contact information, but if there is any other information we can share that will help you pursue the appropriate resolution from your renter, please let us know and we will be happy to share whatever information we are able to.
  

  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've rented space at Andreas in Gales Creek and paid the half of the first month to reserve it and when I showed up with my first vehicle my Fiances Hummer we gave her $280 to pay for the next month although in neighbor it said we owe $140 / month first month half off she said and have us a contract stating we owed $125 to her and $125 to the app every month she never deducted any of that $280 from what we owed on the website so the site thought we were delinquent in payments. She then text us saying we are delinquent and need to pay the site in order to even get our vehicles and said we can no longer park them there. We exclaimed to the so that she took $280 cash from us and did not provide sufficient reciept and denied ever receiving $ from us ( cash ) she did give us a contract to sign stating we owe half to her and half to site every month wich is against the terms of neighbor. I let neighbor know all this and the customer service did lett her know of what the situation is and that she cannot remove or vehicles till the 19th Andrea ignored my calls and didn't respond till the night before and did understand when I said I will be there to pick up my vehicles on the 29th since it was too late on the 18th I was ready to get my vehicles outta they're when o was informed she had them towed. My deceased fathers truck, fiance's Hummer and brothers 4runner. She had them towed by 7:30am on the 19th. This has my financial situation struggling badl and I don't know how to get them outta towing financially. Another thing is she says her lot is 24/7 access and is not and has two people living there paying through the app

  Business response

  04/20/2023

  Hello ****** and *******,

  
  Thank you for reaching out to us and making us aware of the situation with the reservation you booked through our site. We are sorry this situation reached this point and are happy to explain what happened.
  
  You booked and paid for your reservation with Andrea H. on 1/17/23. You paid for a half month's rent due to a first month discount, but then unfortunately you never paid for another month’s rent after that. For that reason, we were forced to evict your vehicles from the property by having them impounded on 4/19/23 once you were more than 2 months delinquent on payments.

  
  We appreciate the information about your host asking for payment in cash, as well as other concerns you had with how the host managed their listings. Making payments outside of our platform is strictly prohibited and we will be investigating these claims and taking appropriate action against your host based on our findings.
  We understand this puts you in a difficult situation, and we are sorry that it reached this point, but due to your violation of our terms of service and failure to make payments for three months, these actions were necessary. You may refer to our Terms of Service here for more information:
  
  *****************************************
  

  
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  04/18/23 70.50 The business committed to provide a secure and trustworthy platform to help find storage spaces to rent. My dispute with this company is that they only have protection in their terms and conditions for themselves and their “hosts” with almost non existent protection for the “renters”. Also in the terms and conditions they outline how they cannot guarantee delivery of said services and do not want to take any accountability when they are the ones “facilitating services”. This company is a joke. The business has not tried to remedy the problem. I incurred way more expenses and have been severely inconvenienced because of their laissez faire handling of business. Refund #*********

  Business response

  04/20/2023

  Hi ********, 

  We apologize for the experience you have had with our Platform. Neighbor’s product is here to help hosts who list their space on the platform provide their service for renters. We unfortunately don't have control over last minute changes our host makes.
  
  We do not condone this behavior. We do have the right to provide a full refund when a host cancels at the last minute. In your case it appears we processed a full refund for the amount of $70.50 covering your entire reservation with us. When we process any refund the host soes not receive a payout for the reservation.
  
  We never want our host to cancel, especially at the last minute, but if they do we will do everything we can to help you book a new space, and process a refund for the canceled reservation. Once again we do not condone our host repeatedly canceling reservations our terms of service states: Hosts who repeatedly cancel Bookings may be subject to additional charges, including removal from the Neighbor community and suspension of use of the Site and Services. 
  If a situation like this happens again which we hope it doesn't, please call us at ###-###-#### as we will be able to respond much faster to this than an email. You can also check out other ways to contact us at ****************************************************.
  
  Sincerely, 
  
  Neighbor Customer Support
  

  
  

• Initial Complaint

  03/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company repeatedly called and texted my cellphone, even though my number is on the federal TCPA. I attempted to contact them via email to resolve the matter, but was completely ignored. I will need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this issue at this point. Absolutely no other resolution will be accepted or even considered. Failure to do so will result in significant legal action being taken against the company.

  Business response

  03/31/2023

  A customer registered on our website using the number ************** and gave Neighbor express permission to contact them using that phone number.  Neighbor has stopped trying to reach the customer using the number provided.

  Customer response

  03/31/2023

   
  Complaint: 19848292
  
  I am rejecting this response because: NOBODY in my house gave Neighbor Storage permission to telemarket us, nor did we request any type of information from the company. As stated in my complaint, I need to speak to the company's ATTORNEY or LEGAL REPRESENTATION to resolve this matter. If that does not happen, I will move forward with the legal actions I outlined in my letter of legal attempt that was both emailed and **** mailed to the company.

  
  Sincerely,
  
  *************************

*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. ↩