Complaints

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• Initial Complaint

  Date:09/11/2023

  Type:Sales and Advertising 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 rented a storage unit from this business from May 2020 until September of this year. At the time, I cleaned out my unit, dropped off my gate access card and both emailed and texted the business that I had moved my belongings out as requested. The owner stated that I was owed a refund for the gate key deposit but he need the updated expiration and CCV for my card since it had expired. After confirming the card, I provided the information but he then stated I needed to provide the entire card number as well. I agreed but advised that I was not comfortable providing this information via email as it was unsecure. He asked me to call the following day to provide. I have both called and emailed him repeatedly with no acknowledgement.

  Business Response

  Date: 09/11/2023

  I have tried to connect with our customer numerous times and have left messages to this regard. 

  I will attempt to reach out again. We would be happy to close this file by refunding the $15 gate card deposit. 

  I also offered for our customer to send part by email and part by text - without a response. 

  This refund process is automatically done by our system and got more complicate as the card on file had expired. 

  Our customer did reach out and left a voicemail on October 2, 2023 - no other messages were left and I returned this call. Nothing since.

  I corresponded with our customer by email on September 26, 2023 - she replied on 28th that they would look into the credit card expiry. We corresponded again on the October 1, 2023 and she left email on October 6, 2023 about reaching out to her which I did. Nothing since.
  

  As mentioned above I will attempt to reach out again. We are a fully automated self storage facility and this unfortunately got more way more complicated due the expiry credit card.

  I will reach out today as we would love to get the $15 gate card deposit refunded.

   

   

  Customer Answer

  Date: 10/11/2023

  
  Complaint: 20847331
  
  I am rejecting this response because:

  At this point I do not feel comfortable providing my credit card information when the company seems very lax in their payment protocols. I do not want my card information "taken down" or to provide any part of my card information in text and/or email.

  Please note that the company did call yesterday as they stated. I was unable to take the call as it was during a work meeting. That was the first time the company has ever reached out by phone.

  I have also attached our email exchange.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 13/11/2023

  Hi - 

  I am not sure what to do at this point. Why didn't the customer return my Friday's call? I would happy refund the $15 gate card deposit. I have called and emailed more than once to try to get this resolved. I am not in the office during the day as I am out doing deliveries and pickups for a related company. I cannot always take a call no different than the customers situation. 

  We need the information to process the refund. We are an automated facility and this process is seamless if the customers information is up to date at the time of move out or they provide it afterward so we can manually process the refund. I have suggested a few different options. The customer referenced "take down" the information and I did suggest that we would need to take down the information if I wasn't in the office and manually process the refund that evening when I returned to the office. I have tried to be as accommodating as possible as we are a fully automated facility with minimal time in the office. 

  At this point I strongly feel that I have done everything I can to resolve this matter and won't be participating in any more back and forth. 

  If the customer provides the necessary information I would happily refund the $15 gate card deposit.