ComplaintsforNeighborhood Storage Solutions LLC

• Initial Complaint

  06/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The last 2 months invoices were incorrect. Tried to contact the company for an explanation , after several emails and numerous attempts to call the phone number they have listed on flyers on the storage units walls. Now they charged a late fee, and I have not heard from them as of yet. I left a letter in the mailbox on the building. They have a security deposit that is more than my monthly fee. That should cover my June's invoice, if they correct it.

• Initial Complaint

  11/21/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Neighborhood Storage Solutions in ********************, ** has been over charging me for 3 months. The over charge invoice dates are: 9-21-22, 10-22-22 and 11-21-22. My contract with this company is $60/month. All of a sudden, on 9-21-22, my invoice was for $72.90. On (or about) 9-22-22 I called the business to inform of the overcharge. Someone answered, said it was in error and theyd take off the $12.90 over charge. On 10-1-22 I get an email notification that my credit card was successfully charged $69.30. I tried calling them again, left messages, sent emails, no response. On 10-22-22 I get another invoice for $69. I call them (on or about ) October 24th and left a voicemail to ask about the over charge. No one returned my call. I call again the next day, no answer, no return call. I go to the website and click contact us no response from them after a few days. I email the emailed address I have for them. No response. I leave several more messages. No response. On 11-1-22 I get an email that $69 has been successfully charged to my credit card. Now, today, I get another emailed invoice saying they will be charging me $69 again. I called again today, no answer and now theres not even a chance to leave a voicemail anymore. I tried emailing too, and theres no response. This business needs to be held accountable for overcharging me without any way of me being able to connect them to get it corrected. Im contacting BBB because I have been overcharged, so far, $27 and there seems to be no end in sight of this over charge. I have tried, for three months, to get a hold of them to get it corrected between me and the business and the business is utterly ignoring me. Locked in to overcharged without chance of any correction is wrong. I just want someone at this company to get back to me, refund me, and correct this for future invoices. Thanks, ********************************* ************

• Initial Complaint

  07/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  The storage unit that we rented for over five years was to be a secured, enclosed, climate controlled unit. 99% of our things are completely full of mold or mildew. I have reached out to the owners several times by phone I have left messages, Ive went there on five different occasions. They are never there and they never return Any of my phone calls to address my concerns over the damage done to my personal property. There is a side door two doors down from our unit A150 which people frequently use the door was left open from people Entering and exiting the building, because of the Ceiling in my unit is made out of chicken wire. It is not a complete enclosed climate controlled unit which is what they state. because of all the moisture over the years..No dehumidifiers anywhere our Personal belongings are completely covered in mildew and mold. On July 24, 2022 my husband and I decided we couldnt take it any longer they were not getting back to us about trying to fix the problem we moved our possessions out. Its now been three days since we have moved our belongings out and again they have not contacted me about anything. I dont know what else to do? would like my deposit back and hopefully maybe some money back to cover our losses . We have never been late on a monthly payment and always paid on time. I believe I have over $2000 worth of damage. For instance might deceased parents ****** ****** grandfather clock was one of many items that is completely covered in mold/mildew . I am trying to clean it by hand. But it just sickens me to death how they could treat people like this. Its like they didnt even care about our personal belongings. We put our trust in them that our personal possessions like the grandfather clock, dining room set, with 6 chairs, gorgeous China cabinet, our wedding pictures, leather jackets etc. They never offered insurance to us when we opened the account. We are just devastated. And I do have pictures to prove my accusations. Thank you.

  Customer response

  08/02/2022

  Good morning. My husband and I have recently filed a complaint against neighborhood storage solutions. We moved out all of our things out of the facility on July 22, 2022. I have no way of getting a hold of these people I have tried numerous occasions by phone call email and in person. As of August 2, 2022 they are now trying to charge us for August rent of the storage unit. They just simply cant even return any of my phone calls so I can discuss anything with them. I do not want to be charge for August and I will not let my bank take out any money regarding that but I dont want my husband nor my self credit  ruined because they simply dont answer their phone or email and they are never there in person. I really need your help in this matter someone could contact me back. Either by email at *********************. com or phone **************. I would greatly appreciate it. Thank you so much have a great day

  Business response

  08/08/2022

  This is ********************* from Neighborhood Storage Solutions, we recently received your letter regarding the complaint filed against us from *******************************, attached below is our response. Thank you *********

  
  

  Hello *****, 

   

  This is ********************* from Neighborhood Storage Solutions. First, I would like to apologize for the fact that you felt it necessary to file a complaint with the Better Business Bureau. Our goal at Neighborhood Storage Solutions is to make our tenants feel as though they are not just part of a massive facility with no real interaction, but part of a small group of people who feel as though they can have a voice in how we manage our facility. After reading your complaint, I do have a couple of things I would like to address. 

   

  First the lack of communication regarding this situation. There is simply no excuse for it, we feel as though we failed you in that aspect and because of it, no matter what the outcome of this entire situation is, we will treat that aspect of it as a learning experience so that we can assist other tenants as efficiently as possible as we move forward.

   

                  Next, your concern that our units are not completely enclosed and climate controlled. Your unit specifically, was an interior 10x7.5 unit. Those units are all secured with a roll up metal door with concrete floor and drywall walls on all sides of the unit along with a chicken wire ceiling. We have a chicken wire ceiling to allow the climate control systems of our facility to work most efficiently, it allowing light to be let into the units, and that it works the best for security reasons. The entire building is kept between a consistent ***** degrees fahrenheit all year round with 4 industrial HVAC units, with four (4) separate thermostats so no drastic changes in temperature occur. Now, with regards to your concern of mold and mildew at our facility. According to the **** one of the main causes of mold is a buildup of, moisture such as around leaks in roofs, windows, or pipes, or where there has been flooding. Our facility was built in ********************************************************************************************************************* the time we have been open, we have had no issues with any of those things. We also have had no reports of anything like this happening to any other tenants. We firmly believe that if there was an issue of mold in our units, it would have been made much clearer throughout the rest of the building including on your unit walls along with the cardboard in which the pictured moldy leather jacket was stored. We also would see mold on the drywall and the metal support scaffolding above your unit.  Myself and our property maintenance contractor both personally went up to the overhead support beams where the issue of a leak/mold would be most apparent after you and I had our conversation on August 2^nd, 2022. We did not find any evidence of either. We also would like to point out that in the same row of units as yours, I have a unit dedicated to building materials along with personal items. The unit is 2 down from where yours is located (right by the door that you claimed was used on a consistent basis.) The unit shares the same roof area as your unit as well. I personally opened the unit and did some investigating to make sure there was no evidence of moisture, water damage or mold. After examining the unit, I found no such evidence.

   

               Finally, I would like to discuss the tenant insurance issue that you brought to our attention. When our facility first opened, we did not require tenant insurance, but we did in fact strongly encourage it. This is a direct quote from your exact tenancy agreement regarding insurance, 

   

  Tenant, at Tenants expense, shall maintain a policy of fire, extended coverage endorsement, burglary, vandalism, and malicious mischief insurance for the actual cash value of stored property. Insurance on Tenants property is a material condition of this agreement and is for the benefit of both Tenants an Operator. Failure to carry the required insurance is a breach of this agreement and Tenant assumes all risk of loss to stored property that would be covered by such insurance. Tenant expressly agrees that the insurance company providing such insurance shall not be subrogated to any claim of Tenant against Operator, Operators agents, or employees for loss of or damage to stored property.

   

  As you can see, your agreement does strongly encourage you to get insurance placed on your possessions and makes it clear that you assume all the risk when it comes to storing your valuables in a unit. Most of our tenants used either their homeowners insurance or their own custom renters insurance for their units. According to our records, you did not have any form of insurance on file, until July 31^st, 2022, when it was automatically added to your file due to a new policy that was implemented by our insurance company saying that all our tenants now must have some form of renters insurance. It is also important to note that you were notified of this change beginning July 5^th, 2022. As a result, regarding the damage you claim fell on your units, I would suggest that you investigate with either our provided insurance, or your own.

   

  In an effort to recognize your long-term tenancy. We will also be returning your security deposit in its entirety regardless of the fact that 30 days notice of vacancy was not given. If you have any other questions, please do not hesitate to contact me directly so I can further assist you in this process. Thank you, ***** and again, we apologize that your experience at Neighborhood Storage Solutions was not up to your standards

   

  -********************* (Neighborhood Storage Solutions)

  
  

  Customer response

  08/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear ]
  Dear ***,
  
  Thank you for the apology for the for the fact there was no communication between your business and myself. I have documented evidence that I tried on several occasions over several months through im person, phone, and email to contact you. It seems that the only way to finally get your attention was to escalate the matter to the Better Business Bureau.
  
  Upon our initial walk through it appeared that you had a clean and secure facility. That is why we trusted our belongings with your business. I agree that there appeared to be nothing wrong with our unit from what we could see.  When your facility first opened, it was brand new, clean, and appeared to be secure. I am not an expert in in mold or mildew, so I don't know whether or not to expect mold on drywall or overhead support beams or in other units near mine. But I do know that my belongings were not covered with mold when we put them in our unit, and they were covered with mold when we removed them from our unit as seen in the photos. So its evident something happened to our belongings toncause the mold growthwhile in your facility. 
  
  I find it very curious that 3 days before I go to close my unit, renters insurance was automatically being applied to my account.  I did contact your insurance company. They told me that I did not have insurance with them. 
  
  Thank you for recognizing my long term tenancy. Thank you for promising  to return my security deposit in full.  However as of August 14th 2022 It has not been returned.
  
  I notice you're frustrated that a 30 day notice of vacancy was not given.  As stated earlier, I have been trying to contact your business by person, phone, and 2 different emails for months. Either no one is in the office, no one responds back, or emails are returned due to failure to send. The ONLY reason I was able to close the unit in the first place was because I drove by AGAIN, and there was FINALLY someone in in the office to care for customers.
  
  Thank you again ***. I am look
  ing forward to a prompt return of my security deposit.
  Regards,
  
  *******************************

*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. ↩