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:10/12/2022

  Type:Billing 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.

  August 30,2022, we vacated unit **** and two Midgard storage attendants stated everything was fine so we left. August 31 a Midgard agent from their call center advised we would not owe any further costs for unit ****. Midgard contacted us again wanting $240 for September. They said the vacating requirement is in the fine print of the online contract. This practice was not explained at the initiation of our contract. In October we received notice from a collections agency for $297.50. We believe Midgard is using deceptive practices to generate income for services not rendered by hiding contractual requirements and advertising a months free storage.

  Business Response

  Date: 10/12/2022

  Hi, 

    After reviewing our files at the store in question, we have never had a tenant under this name. 

  Thank you

  Customer Answer

  Date: 10/12/2022

  Midgard self storage,  ************************************************************************************; ******* 35613

  Acct for *************************
  

   

  Business Response

  Date: 10/13/2022

  Would ************************* like to file a complaint? I cannot give you information on an account unless the account holder would like to make the complaint themselves. 

  Business Response

  Date: 10/19/2022

  Midgard Self Storage uses the same print in all of our leases. There is no such thing as "fine print". We allow all of our customers to read the lease before they sign. There are also many large signs all around the property that clearly explain our vacate policy.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18200508
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2022

  1.  Staff at Midgard Self Storage in ******, **, did not explain the companies vacate policy at the time I signed the storage unit lease.
  
  
  
  

  Business Response

  Date: 10/25/2022

  I have highlighted the areas in the lease where the 30-day notice is mentioned. I have also included notes from the customer's account and the customer was called when she signed up for the unit and was asked if she had any questions about her lease, when she transferred units, she was explained again about the 30-day notice in the office with staff. 

   

  I have included the vacate signs that are posted all throughout our facility and at each entrance. 

   

  8/31/2022 9:56 AM NM: Note - I called the tenant after receiving a call center notification. ****** is upset that they have a bill for September.They are refusing to sign the 30 days vacate notice and they have emptied their unit on 08/30/22. ****** said that it is unfair that we send they an electronic version of the documents, because no one reads them.  ****** stated that he will contact the Consumer trade and the BBB and file complaint. I explained to the tenant that there is a 30day vacate notice and that it is stated in the lease that they signed. ****** stated that someone with more authority needs to contact him to resolve this issue.