Atlantic Self Storage - All Locations

On July 4, (Holiday weekend), we Robert Young's Auto was requested bythe customer (Mr[redacted] ) to tow his Nissan X-terra from I-81, exit3-C, southboundDue to the holiday weekend, and repair shops being closed,Mr [redacted] was unsure as to where he wanted the vehicle to be towed.Once we arrived at our repair facility, Mr [redacted] talked with his daughterand she informed us to have the vehicle towed to [redacted] due to having anaccount with themThe vehicle was still loaded on our flatbed rollback, so ourdriver then towed the vehicle to [redacted] as the customer requested, at NoADDITIONAL chargeThe tow was a flat $fee for the Holiday Weekendtow from the breakdown site to [redacted] as requested.$is a more than a fair price for a Holiday Weekend towOur fees areand customary.Thank you, [redacted] (Office Manager)

In November we posted our new Rules and regulations at our facility informing our Tenants of the new late fee schedule due to start from January 1st This is per our lease that states "Rules and regulationsThe Rules and regulations posted in a conspicuous place at the self-service storage facility are made a part hereof and Tenant shall at all times comply therewith" The Tenants was also notified on 1/20/of the new fees via email once the account was days past due.It appears that our facility staff agreed to waive the $fee verbally but the fee was in fact paid, by the Tenants wife, when payment was processed over the phone by our call center departmentOur facility staff also agreed to change the paid through date for the tenant but were unable to process this as the Tenant stated he did not have sufficient funds to do soDue to this misunderstanding I have waived the current $day late fee now as the account is delinquent by daysand issued a $credit to the account due to the confusion over the change of due dateIf the tenant wishes to change the paid through date we will be happy to process this, but payment will need to be made immediately for the remaining balance plus the additional days of rent and insurance (March 19th through March 31st) to change the date to April 1stThis should help the tenant not be delinquent or receive additional fees in the future

Greetings to whom it may concern:My apologies for the late response. The effects of Hurricane Irma has set us back with power and internet. Our company has offered storage to Mrs. [redacted] since 12/1/2014. We have assisted her with her account. After a detailed review of Mrs. [redacted] 's account I have... noticed on occasions our company waiving fees for her. Her account is always in delinquency status until our collection efforts retain the balance owed. Per our lease Upon her request we moved her payment due date to accommodate her financial needs. Mrs. [redacted] is currently 2 months in delinquency status by the terms of her lease agreement. Payment is meant to be paid in advance of the month to month agreement. We do ask our managers as a courtesy to contact our customers of pending outstanding amounts until a promise to pay is received. We also offer free auto-pay set up as an alternative to calls and emails. I am more than willing to work with Mrs. [redacted] . If she could call me on my cell. I am the District Manager, Nathan Elder. I can be reached at ###-###-####. Monday through Friday 9am to 5pm. We look forward to resolving this.

To Ms*** ** ***is -I sincerely apologize for any inconvenience these issues may have caused youI have taken the liberty to make the proper adjustments to your accounts by placing the proper credits on one of the unitsUnit #has a Free Month that was appliedI have also left the credit
issued of $on the account to be used for the billing cycle of January 5th to February 4th I hope the resolution resolves the current issue with store creditOur company truly values our customers and our hope is that you will see this in our responseThank you very much for your business with us! Please contact me if you have any other issues going forward.Sincerely,*** *** District Manager###-###-####***

In November 2015 we posted our new Rules and regulations at our facility informing our Tenants of the new late fee schedule due to start from January 1st 2016. This is per our lease that states "17. Rules and regulations. The Rules and regulations posted in a conspicuous place at the self-service...

storage facility are made a part hereof and Tenant shall at all times comply therewith".   The Tenants was also notified on 1/20/16 of the new fees via email once the account was 2 days past due.It appears that our facility staff agreed to waive the $30 fee verbally but the fee was in fact paid, by the Tenants wife, when payment was processed over the phone by our call center department. Our facility staff also agreed to change the paid through date for the tenant but were unable to process this as the Tenant stated he did not have sufficient funds to do so. Due to this misunderstanding I have waived the current $30 15 day late fee now as the account is delinquent by 17 days. and issued a $30 credit to the account due to the confusion over the change of due date. If the tenant wishes to change the paid through date we will be happy to process this, but payment will need to be made immediately for the remaining balance plus the additional days of rent and insurance (March 19th through March 31st) to change the date to April 1st. This should help the tenant not be delinquent or receive additional fees in the future.

Greetings to whom it may concern:My apologies for the late response. The effects of Hurricane Irma has set us back with power and internet. Our company has offered storage to Mrs. [redacted] since 12/1/2014. We have assisted her with her account. After a detailed review of Mrs. [redacted]'s account I have...

noticed on occasions our company waiving fees for her. Her account is always in delinquency status until our collection efforts retain the balance owed. Per our lease Upon her request we moved her payment due date to accommodate her financial needs. Mrs. [redacted] is currently 2 months in delinquency status by the terms of her lease agreement. Payment is meant to be paid in advance of the month to month agreement. We do ask our managers as a courtesy to contact our customers of pending outstanding amounts until a promise to pay is received.  We also offer free auto-pay set up as an alternative to calls and emails. I am more than willing to work with Mrs. [redacted]. If she could call me on my cell. I am the District Manager, Nathan Elder. I can be reached at ###-###-####. Monday through Friday 9am to 5pm. We look forward to resolving this.

This issue has been resolved with customer. There was a miscommunication regarding ability to transfer storage unit to another facility. Customer has stated she will remove complaint and is satisfied with the accommodations made.