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Business Profile

Storage

Midgard Self Storage

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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.

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Complaint type

  • Initial Complaint

    Date:09/05/2023

    Type:Product Issues
    Status:
    Answered
    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.
    The problem started in July. In the past 2+ years. The business had a Credit card to apply my monthly charge. Since I had Covid in May and was not working for a while due to my heart issues.... Apparently, the credit card did not allow a charge to go through. I WAS NOT NOTIFIED until Early August. ( Previously each month I received an email letting me know a payment was due and then followed by a receipt. In July I did not get anything. Apparently also in mid-July, I was not notified of an increase. After many requests, They sent me a copy of the notice in MID AUGUST. In any case, I got a Text in early August and called re July pmt. They took it on the phone from my wife. Then I tried and requested copies of any mail they said that was sent to me. The only one they sent is the increase in the monthly amount due. which I never received before. After their rejection of a refund for the late fee of $20.00, I went to pay it anyway Then I noticed on the receipt ( which is attached) an extra charge of $9.19 for insurance. Previously I was informed that their record shows I don't have Insurance. This was a big LIE. I then sent a copy of my renewal policy effective JULY 28th. and in the starting point, I provided them with a policy for my new home insurance. I was told that the charge would be removed Later on I decided to go and pay the amount due for August with the late fee anyway. when the receipt was printed it showed a charge of Insurance was not removed. I was assured that he would request removal since I DID HAVE A POLICY. After a few days, I received an email telling me that ******* would not refund this extra charge. They constantly lie and they can't charge anyone this amount since their policy says ONLY if you don't have a policy. I ALWAYS did have one since I am a responsible person and have a mortgage. ( This is a requirement). I want a refund for the $20 late fee. and the $9.19 Lastly they must send me an email that says THEY HAVE A RECORD THAT I DO HAVE THE INSURANCE POLICY. I hope you can help. Thank you ***************************

    Business Response

    Date: 09/29/2023

    Hello, I'm reaching out with regards to ********************** complaint.  I'd like to address the late fee that he was assessed.  ********************** Credit Card on file for Auto Pay was processed several times the first week of Aug.  from the 1st of the month to the 7th of the month.  I posted the note regarding the last processing attempt on the 7th for his credit card.  We also had a promise to pay on the 14th of Aug.  Payment didn't come in until the 21st.  Tenant was also late in the month of Sept. as well. Payment wasn't processing in Sept for the card that was on file. 

    8/7/2023 9:23 AM AS: Credit Card - Name: **************************: Master CardCC Number: *3255Amt: $68.83
    Msg: CC Processor Error: Payment failed to process: 
    Payment could not be processed. CODE: "insufficient funds". Please try a different payment method. Reason Code: 

    8/12/2023 4:55 PM AS: CollectionNote - spoke to ****** and ******, they will take care of the bill on monday or tuesday

    The Insurance Charge:  this was due to the tenant's policy expiring in July of 2023.  There was insurance applied to the account.  Once we received a new policy with the expiration date updated, we applied this to the account.  That's why there was no insurance charge for the month of Sept. 

    Thank you

    Customer Answer

    Date: 10/03/2023

     
    Complaint: 20554254

    I am rejecting this response because:it includes incorrect and controdictory statements

    Sincerely,

    ***************************

Midgard Self Storage is NOT a BBB Accredited Business.

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