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:05/02/2023

  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.

  To who it may concern Hello my name is **** ********* I am leasing to our a storage unit. from my storage I’ve had a unit for two years. It has been on auto pay for two years, but for
  some reason every couple of months and booted off of auto pay. ******* ****** is the account manager and she is very aware of this situation. so for some reason, I acquired a late payment. so I called to dispute the late payment and she didn’t want to work with me. I asked to speak to her boss and she told me no and she was the account manager and she handles all the finances so now they want to repo the unit

  Business Response

  Date: 06/15/2023

  In reference to a complaint against My Storage, reference number *********

  
  

  Our customer **** ********* has a portable storage unit from our company at his property. He is on a monthly lease to own, and has been on autopay since his first payment. When I first got a notification that his payment declined on March 15th, I left a voicemail, text, and emailed to advise him of this. The customer did not respond to me, or give our office a call until March 27th. To give you a little background, the customer has a payment due on the 15th of each month. We give a 10-day grace period to make the payment before late fees are applied. So he has until the end of business on the 26th to get his payment in to avoid a late fee. During this grace period, we send out a canned call message stating to every customer who has not gotten payment in, to please make your monthly payment by the end of business on the 26th to avoid a late fee. Because we give so many opportunities to get payment to our office in a timely manner, we have a strict policy to NOT waive late fees. *** ********* knows this policy, because he has received late fees in the past, and paid them with no issue. When *** ********* contacted our office on March 27, 2023 he advised me that he wanted to make his payment, but wanted the late fee removed. I then advised him of our late fee policy, and reminded him that I have called, text, emailed, and sent out a late fee notice. He advised me he will not be paying the late fee. I then told the customer that he can make his regular payment today, but he will need to make an arrangement to pay his late fee. I advised him if he does not bring his account current, he will continue to accumulate late fees each month. He mentioned very firmly that he is not paying, and if we step on his property there will be problems. I one more time advised *** ********* of what he owed, and reminded him that he is "leasing to own" the unit, and until he is paid in full, he does not own the unit. We have the right to pick up our building if he is not fulfilling his contract. He then told me he will be reporting us to the BBB. I advised him he has the right to do so, our conversation would be ending here - he can either pay what is owed or I can send him notice. He hung up on me, and I immediately mailed out a 10-day notice. I then called, and texted him on the 3rd, 6th, and 11th of April attempting to resolve this issue. I received no response, until we sent the unit for pickup. *** ********* ended up paying online for the full amount due, including the late fee he wanted removed, and we simply cancelled the pickup. 

  
  

  Please let me know if there is anything further you need from our office, and thank you for the opportunity to tell our side of the story.

  
  

  Sincerely,

   

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