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:09/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 submitted my 30 days notice to vacate my storage unit mid June of this year. I paid July's storage rent and took my bank account off of AutoPay. I was not charged for August, but now I was just charge for September. Meaning someone used my banking information without my permission. When we called about the fraudulent charges, we were told to contact to owners, without being given any other information and hung up on. We did leave one aluminum bunk bed frame, half a roll of barbed wire and an empty box. We did not expect our deposit back, which was $50 since a few things were left behind. The system will not allow me to removed my financial information and says to contact the same people who wont respond to our emails or calls at all.

  Business Response

  Date: 10/02/2025

  ****** did receive a refund. 
  
  He did not send us a 30 day notice letter until July 23rd (not June as he stated), please see attached. He was charged for August as seen in the document provided by him, because he was still renting the unit. He sent an email on August 25th that he had left a few of his belongings in the unit. There were several items and garbage left in the unit. He was told that he was responsible for removing the items from the unit and needed to do so. Units are not considered moved out until all items are removed and the unit is swept out. He then sent another email on 9/1 with many inaccuracies. 
  
  Payments were made on 6/1, 7/1, 8/1, and 9/1 from the account he entered into the system for auto pay from acct # ending in 6826. He claimed we fraudulently charged him and that is false. He is the one who entered the information into the system and set up payments for autopay. We do not have access to his checking account number or bank information. We can only see the last 4 digits. We contacted the software company to have them audit the account to see if someone had manually charged his account. The audit revealed that it was an autopay payment on 9/1, not a manual charge, and was from the checking account he had entered into the system that had not been removed by ******. 
  
  He is responsible for removing his belongings and did not do so. His deposit of $50 did not cover the time, cost to remove his belongings, and dump fees. We could have charged him those fees but didnt. We also did not have to refund him his money, and we did. We did respond to his calls and emails. We issued a refund on September 2nd in the system and told him it would not be officially refunded until 9/15 due the mandatory 15 day waiting period for refunds on *** payments. We were told the 15 days is to ensure the *** payment clears before a refund could be processed. He blocked the refund that was submitted on 9/15 as shown in the attachment. We then sent a cashiers check directly from the bank manager on 9/19 to the address he provided. We sent an email on 9/24 confirming he received the refund since we and BBB had not heard from him. He replied to us that he had received it. We went above and beyond to resolve this. 
  
  He filed the complaint on 9/2, one day after the autopay payment was made from his account. We didnt receive anything from BBB until 9/11 that he had filed a complaint. We have responded to his emails and answered his calls. He did not allow time for the refund process to complete and also did not notify the BBB he had received the refund.
  

  Customer Answer

  Date: 10/09/2025

  I apologize, this has been resolved. We were waiting for the mailed form of the check, and we did in fact receive it. We also have not been charged again. Thank you!