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Business Profile

Storage

Kwiklock 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.

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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:09/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    They are giving me time to pay but it's hard now cause of all the extra fees... I'm on a fixed ************* have made it extremely hard to get out of this hole I'm in now. They state they waved some fees but didn't. I don't know what else to do

    Business Response

    Date: 09/24/2024

    ****, 

    Thank you for your letter and for bringing this issue to our attention. We take any and all complaints very seriously and would like to explain the circumstances. Please find Mr. ******** signed lease, billing and payment history, text message history and 8/28/24 payment receipt attached. 

    We are a self storage facility that offers mini-storage and RV storage in *********, IA. ****** rented a 10x15 storage unit with us this Spring. We offer online, contact-free rentals through our website, ****************************. ****** used the website to rent the unit, reviewed and signed the rental agreement and made payment on his own. 

    ****** became 31 days delinquent in July, giving him a July balance of $254.66. This balance includes delinquency related fees that were added as outlined in the rental agreement. He made the July payment of $254.66 on 7/31/24. When the August payment (Due 8/1/24) was not made, ****** received an auto-text advising him of the balance due. ****** replied to the auto-text advising he had made a "double payment" in July, so he should not have a balance for August. I responded to his text explaining he had only paid the July rent and the associated delinquency fees. ****** asked for a copy of his lease, which was provided via email. I empathized with ******** situation of being on a fixed income and offered to waive some of the delinquency fees for the August payment to help get him back on track. When I took his August payment on 8/28/24, I waived $80.25 in fees (Lock Cut/Inventory Fee and Lein Fee), bringing his total from $254.66 to $174.41 (See attached payment receipt). The account is currently paid through 9/30/24. ****** advised me on 9/19/24 that he was going to begin emptying the space on 9/20/24. Though our rental agreement requires a 30 day written notice to vacate, we have waived that requirement so he would not have to pay October storage charges. 

    We strive to serve each of our customers with the same level of service and hold every customer to the same rules put forth in the rental agreement. ****** has advised us that he feels he is being mistreated and let us know he contacted the Better Business Bureau. We want our customers to feel good about using our service, but feel we have acted justly, and made reasonable accommodations to try to find a resolution.

Kwiklock Storage is NOT a BBB Accredited Business.

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