Cardinal Self Storage

Thank you for bringing this matter to our attentionWe value our tenants and hope to resolve any confusion Our vacating policy is reviewed at the time of renting a unit and ten days prior to moving outWe received a message from our answering service on July 31st, that our customer intended to vacate our facility on July 31st, We responded to the message with the INTENT TO VACATE form, via email, to our customer for confirmation that the unit needed to be vacated and the lock with three keys needed to be returned by 6:00PM on July 31st, to avoid any additional chargesThe customer responded to the email that he did not remember getting three keys and was informed that each lock come with three keys We go through our property on the 1st of each month and check each door that had an intent to vacate from the previous month before rent is chargedThe customers lock was on his door upon manager inspection On August 3rd, 2014, we received a call from the customer stating that he vacated his unit on July 31st, and he was informed that because the lock was not removed from the unit by close of business on July 31st, that he would be responsible for the monthly rent of AugustWe also pulled our gate log that shows the customer was in the unit after 6:00PM on July 31st, On August 4th, 2014, we received an email from our tenant that he moved out around 9:00PM on July 31st, but could not find a drop box to return the lock and keyHe was informed again of our vacating procedures and told that he would have to pay for the next month’s rent due to the lease and intent to vacate terms he agreed to On August 5th, 2014, the customer came in to our office and turned in one key and said he terminated his accountHe was informed again that he is responsible for August rentThe customer stated that he would pay for a couple days but not the entire monthOur management staff informed him that we do not prorate rent on move outs since it is a month to month lease Our lease and intent to vacate notice both acknowledge that a 10-day notice is required for moving outRent will not be prorated on a move-outIf the unit is occupied (lock on the door) on the first of the month and your lock and three keys are not returned BEFORE the 1st of the next month, you are responsible for the full month’s rent Also, you receive free use of the lock upon signing upIn order to not be charged a $lock replacement fee, we ask that the lock and three keys are returned to the manager prior to close of business on the last day of the month The lock was returned with only one key, making it impossible to reuse, which is a $replacement feeThe rent balance with tax is $There is an additional charge for late fees of $27.00, making the customer’s account balance $ I hope to resolve this issue by offering to meet our customer in the middle and let him pay a balance of $72.68, which is $is for rent (50% of August rent) and a $replacement lock fee or return the other two keys by close of business on August 30th,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me I get paid Fri the 5th of Septand I will pay by Monthe 8th if that is OKThanks for the cooperation from all parties

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
I get paid Fri the 5th of Sept. and I will pay by Mon. the 8th if that is OK. Thanks for the cooperation from all parties.

Thank you for bringing this matter to our attention. We value our tenants and hope to resolve any confusion.
Our vacating policy is reviewed at the time of renting a unit and ten days prior to moving out. We received a message from our answering service on July 31st, 2014 that our customer intended...

to vacate our facility on July 31st, 2014. We responded to the message with the INTENT TO VACATE form, via email, to our customer for confirmation that the unit needed to be vacated and the lock with three keys needed to be returned by 6:00PM on July 31st, 2014 to avoid any additional charges. The customer responded to the email that he did not remember getting three keys and was informed that each lock come with three keys.
We go through our property on the 1st of each month and check each door that had an intent to vacate from the previous month before rent is charged. The customers lock was on his door upon manager inspection.
On August 3rd, 2014, we received a call from the customer stating that he vacated his unit on July 31st, 2014 and he was informed that because the lock was not removed from the unit by close of business on July 31st, 2014 that he would be responsible for the monthly rent of August. We also pulled our gate log that shows the customer was in the unit after 6:00PM on July 31st, 2014.
On August 4th, 2014, we received an email from our tenant that he moved out around 9:00PM on July 31st, 2014 but could not find a drop box to return the lock and key. He was informed again of our vacating procedures and told that he would have to pay for the next month’s rent due to the lease and intent to vacate terms he agreed to.
On August 5th, 2014, the customer came in to our office and turned in one key and said he terminated his account. He was informed again that he is responsible for August rent. The customer stated that he would pay for a couple days but not the entire month. Our management staff informed him that we do not prorate rent on move outs since it is a month to month lease.
Our lease and intent to vacate notice both acknowledge that a 10-day notice is required for moving out. Rent will not be prorated on a move-out. If the unit is occupied (lock on the door) on the first of the month and your lock and three keys are not returned BEFORE the 1st of the next month, you are responsible for the full month’s rent.
Also, you receive free use of the lock upon signing up. In order to not be charged a $20.00 lock replacement fee, we ask that the lock and three keys are returned to the manager prior to close of business on the last day of the month.
The lock was returned with only one key, making it impossible to reuse, which is a $20.00 replacement fee. The rent balance with tax is $105.35. There is an additional charge for late fees of $27.00, making the customer’s account balance $132.35.
I hope to resolve this issue by offering to meet our customer in the middle and let him pay a balance of $72.68, which is $52.68 is for rent (50% of August rent) and a $20.00 replacement lock fee or return the other two keys by close of business on August 30th, 2014.

We apologize that you feel you were somehow mislead or uninformed about the policies at Cardinal Self Storage. I do assure you that we did not base the decision of our policies on your attire or anything else.I researched your account and found that you rented your unit at a time our free...

move-in truck was damaged and in the shop for repair. We adjusted our rates and specials during this time since that courtesy was not available. (Normally we only have select units with specials.) I noticed you received 50% off your 1st 2 months rent (a savings of $47.00 in July and $51.00 in August ). We lease the free move-in truck and are not licensed to allow use after the first two weeks of tenancy, per our lease agreement. The truck is not available to use for moving out and we are not licensed to rent it. There is a bulletin posted on the counter in the office of this policy, as well. As far as moving out mid-month and receiving pro-rated rent back; we rent our units on a month to month basis. "Rent will not be prorated on move-out. If unit is occupied or accessed after the close of business on the last day of the month, you are responsible for the next full months rent."  These terms were reviewed and acknowledged on the Cardinal Self Storage Rental Agreement- Ohio that you agreed to on July 3, 2014. (see attached) Your monthly rent was paid on 12/30/14 for the rental period of 1/1/15-1/31/15.  The unit still has your lock on the door as of today, January 29, 2015. We do appreciate your business. I hope this serves as a suitable explanation that you were not intentionally treated with any means of deceptive service, as this was not our intent, but basic company policies. I will comply with your request for a phone call, as well.Thank you,[redacted]District ManagerCardinal Self Storage5525 Sawmill Rd.Dublin, OH 43017(614) 761-8800.