Complaints

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• Initial Complaint

  Date:01/22/2025

  Type:Sales and Advertising 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 had problems with this company in the past. I originally paid my bill and showed up to empty my units but there was not a person on the property even the customer service people could not find anyone to help me. When I paid my units nobody ever updated my gate code and I could not get in although I had people and a truck drove over an hour to get there. I was unable to come back after that my husband and I are seniors and it is not easy to get help. I needed to empty the units because we were living in a motel and knew we could not afford them, they went to auction with no notification to me except for one. I tried to save that one and was informed the other units had sold. I lost everything I own literally everything. I never received a letter for any of them the only reason I knew about the one is because I called. I in turn was never informed of the amount they sold for I did ask if they could get my personal things like bank statements, pictures. I don't know if they sold for more than I owed or if I am owed a refund. I tried numerous times to reach them to find out they never respond back.

  Business Response

  Date: 02/17/2025

  Hello - My name is ***** ******* and I'm the District Manager that oversees the Storage Sense ********* location in **********************. I just received the complaint filed by ***** ******* regarding her storage unit(s). She had multiple units with us so I'll need to know which unit she's referring to. We tried for months to assist her, but she was non-responsive or made commitments to pay and didn't follow through. Can you please provide me with the unit number she's referring to so that I can give you specific details? ***********************************************************************

  I can also be reached via cell if that's more convenient. ************

  Customer Answer

  Date: 02/20/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22840587
  
  I am rejecting this response because: Good Morning I did have 3 units. As far as trying to work with me for months I am unsure who told you that I have the letters from everyone I delt with and I received one letter from the person who said he was District Manager I believe his name was **** I would have to double check my records for that. I responded to him then never heard back.  The units were all paid up to date the day I came to empty them and nobody was there and the overlock had never been removed customer service tried to help and reach the manager with no success. I had paid and arranged for people and a truck to do this work and lost all that money.  Then the following month I tried to pay them I was late however, when I called to get costs I was told my small unit was sold, that I believe was B113.  I tried my best to save the others but they sold quickly. My husband lost his job we were living in a motel at the time on just my social security I did explain this to the person that worked there she tried also to help and checked about a discounted price which was pretty much as expensive as the unit.  So B107 was sold. I did have the money to pay for B241 I called and was told cash only I at the time lived in ****************** so it was not easy for me to get there with cash.  I called again to set up a day and time and was told B107 was already sold.  I worked for U-Store-It in ********* and we always informed people how much units sold for and they were give the difference if there was one. Once, again worked with me for months is an outright lie nobody contacted me! I am sorry *** I have never even heard your name before. 
  
  Regards,
  
  ***** *******