Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/05/2023

  Type:Order 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.

  This business bought the storage complex were I was renting a space. They then sent me a notice of a rent increase of more than twenty percent. At this point I decided to remove my items from storage. I went in on the last day of the month and removed my items. While I was inside the facility I noticed placards on the wall requiring a 30 day written notice to vacate. Since I was unaware of this requirement I had not given it. I went into the office to try and explain the problem and was told I would have to pay an additional months rent or be referred to a collection agency. I was told that I was sent a notification of this policy change, but I can not find it in my e-mail. When I tried to explain this situation and reach an understanding I was accused of erasing the e-mail and lying. I then spoke to a supervisor and was told that I would have to pay or else. It just seems unfair that this business can force people to pay for a service that they are not providing or try to ruin their financial status. please contact these people and explain that their rating is already an F and this sort of behavior will not help it. Thank you, *****************.

  Business Response

  Date: 02/10/2023

  Hello, in response to the complaint received we do issue a welcome letter to all of the tenants when we take over a new location.  This welcome letter states any policy changes to the tenant's lease agreement they may have had with previous ownership or management.  We purchased this location in mid-November of 2022.  When the tenant stated he was moving out we went over the policy for vacating this storage space.  He stated he didn't need to provide a notice because he never signed our lease, and the previous ownership didn't require him to do so.  We decided at that time to pull the lease agreement he signed with the previous company to show him they in fact did require a vacate notice as well.  They required a 10 day vacate notice.  So, this tenant not only violated our vacate policy, but he violated the previous companies vacate policy as well.  Considering that we had purchased and took ownership of this location in November, and we post our vacate policy throughout the facility as a reminder to tenants to provide a 30 day notice we explained to the tenant that we'd still honor his previous lease agreement with regards to that policy which he had violated as well.  Tenant came into the office and said I'm no longer storing with you I've removed everything.  This was around Jan.23rd.  Once again, this tenant felt he didn't have to abide by our policies or the previous policies he agreed to with his previous lease agreement.   

   

  Thank you

  Customer Answer

  Date: 02/19/2023

   
  Complaint: 18685950
  
  I am rejecting this response because: As I previously informed the person at the location, I did not receive a notification of the transfer of business and was not in the facility before the day I removed my belongings. And so I do not feel that I should be forced to pay for an Item that I was not using. When I was unaware of any changes that had been made. Also since I did not sign a contract with Mid-guard I do not feel legally obligated to them. It just seems like a ploy to extort money out of unsuspecting customers using this tactic. I am willing to consider any kind of reasonable understanding but do not intend to be taken advantage of.      
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/20/2023

  While we understand the position being taken and this customer not wanting to acknowledge ********************** as the company in which he is/was doing business with we had stated that we'd honor the contract in which he signed with the previous company.  Regarding that contract with the previous company, they required a 10-day vacate notice.  The 10 days' notice wasn't provided resulting in the next moth charge occurring.  We are to hold our tenants to the lease agreements signed just as they would hold us to that same agreement.  The response being provided is that this tenant feels they shouldn't have to honor any agreement.  

   

  Thank you