Complaints

This profile includes complaints for Midgard Self Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Midgard Self Storage

  4416 Castle Hayne Rd. Castle Hayne, NC 28429

• 

  Midgard Self Storage

  7275 Carolina Beach Rd. Wilmington, NC 28412

• 

  Midgard Self Storage

  11167 Ocean Hwy Pawleys Island, SC 29585-6513

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:01/03/2024

  Type:Product 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 have been renting a storage unit at the MidGard facility and use automatic monthly payments. All payments were made on time and account is in good standing. I provided proof of my own insurance in November of *************************************** November 2023, MidGard started charging a monthly insurance fee to provide insurance through their insurance carrier, without notification. This was prorated for November. It was not picked up on my end until reviewing the December 2023 (automatically paid) invoice. On Jan 3rd I called the facility and spoke with the manager. I informed him that I was not notified of the addition of insurance and he stated that the 'company' leaves it up to the renter to provide proof of insurance annually - but does not notify the renter of that. I received no email, mail, text, or phone call requesting a insurance declaration before being automatically charged for insurance I did not require. An insurance charge was added when they did not have a proof of insurance declaration on the annual renewal date for 2023. The manager informed me that no reimbursement of the unnecessary insurance provided by MidGard would be forthcoming because this is handled through a 'third party'. The insurance amounts to 9.5% of the storage unit fee. Additionally, I received notice that the rental fee for the storage unit will increase by 14% in **** - while the cost of living increase nationally was 3.2% in 2023. I will be vacating the storage unit due to these poor business practices and want others to know that this will happen to them if they rent from this company. The amount is not great but the practice of charging for insurance without notification that a new (annual) declaration of personal insurance is required, with no way to recoup monies spent on it using automatic payment, is terrible business practice.

  Business Response

  Date: 01/08/2024

  BBB Eastern Carolinas,

  Thank you for submitting the following concern from customer.  We strive to provide the highest level of customer satisfaction.  Please understand the following response will contain sensitive information for the customer.  It is our policy we do not share financial information or anything that would putting the active customer sensitive information at risk.  

  The following disputed amount are correct on the account.  Here is our policy per the lease agreement signed by customers.  This is regarding providing insurance or it is added to protect the customers goods.  We want to provide the utmost care on our customers belongings so when a policy expires the **** coverage automatically gets added so the customer is protected.

  10. We do not assume liability for the goods you store. We suggest adding the ************** we provide for an additional charge. The
  ************** has no deductible; **** is not available for vehicles or boats. If you choose to provide your own insurance for your
  stored goods, please provide us with an Insurance Declarations Page. If you do not provide your Declarations Page within 24 hours, basic
  **** coverage will be automatically added.

  The customer was also notified of the rental increase 30 days in advance.  We are required to do so per our lease terms.  We hold a copy of these notices in our office.

  2. RENT: Occupant agrees to pay Owner, as rent for the use of the Unit, the monthly sum of $89.00, until increased as provided herein.
  Rent is payable in advance on or before the first (1st) day of each month (Due Date) and a like amount for each month thereafter, until the
  termination of this Lease, without notice or demand by Owner, and without any right of setoff. After the initial term of this Lease, rent may
  be increased by Owner by providing Occupant with written notice at least thirty (30) days prior to the effective date of such rental increase.
  Owner acknowledges receipt of rent and also includes Owner`s applicable set up/administration fee in the amount of $30.00.
  OCCUPANT AGREES AND UNDERSTANDS THAT ANY PAYMENTS MADE WILL BE
  APPLIED FIRST TO THE OLDEST UNPAID MONTHLY RENT AND/OR FEES (AS
  HEREINAFTER DEFINED) DUE AND PAYABLE.
  Owner does not accept cash payments. Receipt of a monthly invoice for rent shall not be a condition to timely payment of rent.
  If the Unit is vacated, voluntarily or involuntarily, prior to the expiration of the term of this Lease, no refunds will be given.

   

  I've included the policy per the lease agreement signed.  Please contact us if there are any further questions.  We aim for excellent customer service and hope this issue can be resolved.  Please do not post any of this information on your website as it contains sensitive information concerned the customer.

   

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21090362
  
  I am rejecting this response because:
  I was not notified that a new declaration of insurance was required. The company added their own insurance without my knowledge. I did not see this amount until it was paid through auto-pay. If I had been informed that a new declaration of insurance was required I would have provided it. As it is, the unit is now double insured at my expense. 
  

  This incident has caused you to loose my business and I will not be recommending this company to my network. 
  
  Sincerely,
  
  ***************************************