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:11/30/2023

  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.

  Please see attached PDF that has 3 emails that I sent over the last almost 1 week. There has been no response. The email information provides a good level of detail. In summary, I'm requesting a $64.10 payment from 'The Lock Up Self Storage' to cover my costs for having to rent a moving truck for an extra day due to the fact there was no elevator access at their facility on 11/23/23.
  
  Per my 'Desired Resolution' listed below. In addition to the reimbursement, I am requesting a full explanation of why there was the elevator was disabled and there was no access on 11/23/23. Per my email information, the Property Manager did not seem to be at all concerned about the issue and the time & effort that was lost on my side. I will be inquiring with the city of Naples and/or county of Collier to see if there is a fire hazard violation due to no elevator access. I will provide any updates. Additionally, I have video evidence of the ’no elevator access’ in which I imputed my code in the elevator terminal and the access is granted however the elevator would not function. If that video is needed, please let me know.
  
  Thank you for your consideration.
  Sincerely,
  **** **********

  Business Response

  Date: 12/21/2023

  This is in response to two written complaints filed by **** ********** a former customer at The Lock Up Self Storage.   We take pride in our efforts to maintain a positive BBB partner and have not had any complaints such as this as to date.   

  The former customer while attempting to vacate found the elevator out of order.  Due to safety issues an elevator that has any issue will be turned off until an inspection and or repair is completed.  This is for the safety of our customers as well as employees.  The City of Naples and the Coller County is aware that during a fire elevators will not be in use.  Management is trained to escort any customers out of the building using the stairs which are always available for use as they were the day ** ********** was vacating.  

  The former customer was awarded the refund request of $64.10 immediately upon receipt of the first complaint.  While waiting for the refund check the customer has continued to complain through the BBB since he has not received it as of yet.  Our refunds are sent from our corporate office in Illinois and with holiday mail delays we cannot guarantee what date the refund will arrive.  

  As a Regional Manager for our company I can assure you that communication has been maintained and **** ********** has been taken care of and will receive his refund. 

   The Lock Up Self Storage 

  Customer Answer

  Date: 12/21/2023

   
  
  Complaint: 20934131

  Date: 12/21/23
  

  I am rejecting this response because: For two reasons; 1) The payment has not yet arrived. Per the latest update from Gina C. it may arrive next week. This will be approx. 25 days after her first confirmation that a check would be sent out. When the check does arrive, I will update accordingly, however, it could be an extended period based on what has occurred thus far.  2) The explanation why the elevator was not working does not make any sense. If they turned off the elevator because it was not working properly, why then was the elevator working fine the next morning (when we arrived at opening time)? Additionally, if the Lock Up SS, actually turned off the elevator in advance of a holiday, why wouldn't they notify their customers the elevator would not be operation for that specific day. That would have saved us a lot of time renting and driving around the truck and canceling and rescheduling the  labor.  Therefore, I would like an apology for the time & effort lost because of no access and all the time required to actual get a refund.  Prior to working with the BBB, the Lock up SS never bothered to reply to multiple emails, phone calls, messages and even in person requests with the property manager to address the problems.  

  In summary, the payment is still pending, hopefully that will arrive and we can check that one off the list and I would like to get a formal apology to close out the compliant.  Thank you BBB for your assistance.
  
  
  
  
  Sincerely,
  
  
  
  **** **********