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:10/31/2022

  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.

  This company sent me an email stating my unit had a lien placed on it and that payment needed to be made within 30 days or else it'd be foreclosed upon, but a couple minutes later I received another email stating it was foreclosed. I made a payment immediately after this. Reached out to the company and never heard back. The link in the email that supposedly was where my unit would be auctioned off at didn't work. So I had no way or even an idea that they were even auctioning it off. Never received a letter in the mail with a date and place. Never received an email with a link that worked. Never even heard from them. Clearly breached their own contract and more. They even continued to bill me for another month after I had made my payment. Then I never heard from them again, about any notice of sale or anything else.

  Business Response

  Date: 10/31/2022

  Mr* ******** last $0.00 balance was 6/16/22. As you can see in the attachments, email Lein and Auction notifications were sent to him as well as **** mailed copies. We utilize a storage unit program called Easy Storage Solutions. This program tracks all email correspondences. It shows the exact date and time it was sent BUT more importantly shows if it was opened and it documents the exact date and time it was opened. As you can see at the bottom of the Lein and Auction notices Mr. ****** opened and viewed the Lein and Auction email notifications. I have also attached an email that Mr. ****** sent to us and the responding email I sent back clearly defining the payment options he requested. Before we sent this email we attempted to call him numerous times between his email and our response. The storage program also shows all the Invoices and Late Payment Notifications that were sent to Mr. ****** as well showing that he opened and viewed them all. I also have the E-Signature Lease Agreements as well as the account statements showing payment activity. I was unable to attach because it only let me attach 4 documents. I would be glad to send more information if requested. We make every effort to avoid auction but when a customer does not respond to email notifications, **** mail or phone calls there is not much more we can do. 

  Customer Answer

  Date: 11/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  I do not deny being behind on my payment, what I do deny is the fact that first and foremost, you didn't make every attempt. The first notice you sent dated for 8/4, I made a payment immediately after receiving it. Then you sent another notice of being locked out at the end of August which stated I had 30 days to make the payment but then it was literally minutes later it said I was foreclosed. The foreclosure then stated that my unit would be auctioned off on the 16th, and the link that was provided in the email didn't even go to the page with my unit that was being auctioned. It was a dead link. I made a payment that day though (even though I still hadn't heard from you guys), and received another rental invoice for the month of September so I assumed youd accepted my payment in good faith and we'd continue forward and as I'd intended to do as I went to make my full payment to catch up I find myself unable to login. You'd disabled my account and sold my unit in the middle of October without even notifying me in any sort of manner. Even though the contract says you'll notify and advertise 14 days ahead of time. I never even knew it was up for auction until it was already sold, and only then because my fiance found the listing on the auction site you use. The notice you provided was for September 16th, not for October 14th, and I never even was informed in any sort of manner. 
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 11/08/2022

  Again, the default process is performed by the book and is actually done by the self storage program. Automatic emails are sent after so many days of an unpaid invoice. This was done in this case as well just like all the other customers that go into default/lien for non payment. As shown in the previous attachments sent it shows exactly the date and time that the automatic lien and auction notices were sent AS WELL AS THE EXACT DATE AND TIME THE CUSTOMER IN DEFAULT OPENED AND VIEWED THE EMAILS so I am not sure how it is disputed that notifications were not sent when it literally shows that they were opened and viewed by the customer in default. Not only are automated emails sent for lien and auctions but invoices and late payment emails are sent consistently throughout each month as well as several phone calls by us to try to work out some form of payment plan or payoff. The customer never responded to emails or phone calls until less than a week before auction at which time I did respond back with payment options that were not met prior to the auction. Again we do everything in our power to try to resolve default payments prior to the final auction. It is not in our best interest to auction a storage unit which is why we take all the proper steps and beyond to avoid it. If you look at our auction rate compared to our customer base it is clear that this is the case. We have a very low auction rate because we work so hard to resolve the default with a customer prior to auction. Thank you.