A Safe Keeping Storage

Response:Customer attempted to contact our office on 6/16/2015 to process payment on their storage unit, also customer attempted to process payment online, and was unable to do so. Customer stated they attempted to contact the office in several occasions and also had sent emails that went...

unanswered. She contacted [redacted] customer service, who sent a message to our office to contact the customer. That also, went unanswered. Gate was also open, due to a previous accident with a [redacted] truck, thus compromising security to the property. I contacted customer on 7/15/15 to advise of reason why gate is open, due to [redacted] truck accident, hitting the gate and gate needed to be replaced. As of 7/15/15 the gate has been replaced, however, it is still open as the mechanics to the actual gate need to looked by a different vendor. Also apologized to customer due to no staffing for the most part of June 2015 up to 7/1/2015. Reason, property was purchased in June 2015 by [redacted], previous owners staff resigned from duties and the office was not staffed properly. A permanent manager and two assistant managers have been hired for both properties as of 7/1/2015 and am working on resolving issues with all our tenants and catching up on rent. We waived the customers late fees to the storage unit, and explained situation and noted customers account and apologized for all the inconvenience we have caused, either directly or indirectly due to lack of staff. Current staff is being trained in company policies and procedures going forward as new employees learn the business and learn [redacted] procedures. I advised any concerns to please bring to my attention as I am the Property Manager for both locations as of 7/8/2015.