Complaints

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• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to Devon Storage to rent a large unit 20 x 20 and was told they only had two 10 x 20 units. I rent two units. In Jan I emptied and cleaned one unit and notified that I had moved out and no longer required the second unit. Un-be-known to me, Devon kept charging me for the second unit. I called and though that the matter was solved and that I would now only be charged for one unit. I emptied the last unit and informed Devon that I was finished with the last unit and requested my deposit. Devon refused to return my deposit and further I learned that they had been charging me all this time for the second unit because they said "you rented one large unit, and moving out of half still made you liable for both". THESE units can not be entered by access of an adjoining door, and are therefore not connected and considered as one in any sense of the word.I want my refund and the overcharges sent to me within 15 days.

  Business Response

  Date: 10/20/2023

  The unit ************ rented is a double 10 X 30 unit rented as one 20 X 30 unit. Unit ***** as shown on the attached lease agreement. It was explained at the time of rental that this is how this particular unit is rented. He even bought a double lock package at the time of rental so he would have a lock for both doors. He had belongings in both units until approx. June of this year. When he emptied one unit he called and said that he moved out of that unit and no longer had need for it. We explained to him at that time that it was a double unit and even though he moved his stuff out of one unit he was still responsible for the rent as agreed in the lease. I suggested that if he no longer need the larger space that perhaps he would be interested in moving to a smaller unit. His response was that our rental practice was BS and hung up. We attempted to explain to ************ on more that one occasion that he rented a double unit and that even though he removed he belongings from one unit  it did not change his lease agreement. On 9/28/23 ************ moved out of the 2nd unit and left without coming into the office to confirm that he had vacated the unit but just left. Later that day while making our end of the day inspection we opened the door to one of his units and found a heavy wooded pallet he had left in the unit. I went back to the office and called ************** and left a message on his voice mail explaining that it was his responsibility to completely clean out the unit and is as stated in the lease should be broom swept clean and until he removed all of his items from the unit he is not considered moved out and that he had until the end of the month to do so or he would be responsible for October rent. He 1st said that what he left in the unit was in the unit when he rented it and when I disagreed with that and told him we do not rent any unit with items in it nor would anyone be expected to rent a unit that was not completely empty he changed his tune and that is when he stated " You have been double charging me so you can clean it out yourself". When I tried to discuss this with him, he hung up on me. 
  ************ has been uncooperative from the very beginning. Either very rude or makes a nasty comment and hangs up. 
  I tried to explain to him via email in a different way hoping he would see the error in his way of thinking but that did not work either. I told him that if he rented a 3 bedroom home and later one of his children moved out and he did not have a need for the 3rd bedroom that he could either continue as things were or move to a smaller home. But the landlord would not discount his rent because he no longer needed that 3rd bedroom. This is when he filed a complaint with the BBB. 
  We made at least 3 attempts to work with ************** but as I stated earlier he has been completely uncooperative. He still at this time has not come and removed the items he left it the unit and that is why he was charged for October's rent. 
  Devon Self Storage has not only acted in good and honest faith, but we tried to work with ************ to resolve this issue but have been unsuccessful due to his refusal to corporate.
  Last but not least, he stated we refused to give him his deposit back. However we do not charge deposit on any of our rentals
  ************ not only has not been over charge in any way, but because he has still not cleaned out the unit as stated in his lease he still responsible for the rent of this unit. .