AAA Mini Storage

May 3, ***, Thank you for taking time to contact the Revdex.com to explain the issues that has occurred recentlyWe regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customerOur management team has reviewed the information you sent and conducted a full investigation in order to resolve this matter fairlyWe have attached documentation to help better explain the matterIf you need further assistance, you may contact us at ###-###-####, or in person at E Main Farmington NMThank you for giving us the opportunity to assist youSincerely, AAA Mini Storage EMain Farmington, NM ###-###-####

[redacted] has been past due on rent for a storage unit and a previous unit in the past Sorry, when she says the "F" word to me on the phone and says we "F" up? Sorry, that is what I call rude We can't babysit everyone's expenses They should be adult enough to keep track for their expenses We told here she could vacate and gave her the vacate notice for her to fill in She did not She's looking for a refund for what? She didn't move out We are short on storage and people are waiting to move in We don't need customer's like that who constantly swear on the phone and are in default of their lease She finally came in and paid her $past due bill This includes $a month for storage and late fees

*** *** has been past due on rent for a storage unit and a previous unit in the past. Sorry, when she says the "F" word to me on the phone and says we "F" up? Sorry, that is what I call rude. We can't babysit everyone's expenses. They should be adult enough
to keep track for their expenses. We told here she could vacate and gave her the vacate notice for her to fill in. She did not. She's looking for a refund for what? She didn't move out. We are short on storage and people are waiting to move in. We don't need customer's like that who constantly swear on the phone and are in default of their lease. She finally came in and paid her $past due bill. This includes $a month for storage and late fees

Complaint: [redacted]
I am rejecting this response because: when we would call and ask for a callback nobody would called us back to make arrangements for payment. Valuble items that are irreplaceable are in there, and im willing to pay I just cant pay 300 all at once. My family is trying to get back on our feet
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

May 3, 2017 [redacted], Thank you for taking time to contact the Revdex.com to explain the issues that has occurred recently. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customer. Our management team has reviewed the information you sent...

and conducted a full investigation in order to resolve this matter fairly. We have attached documentation to help better explain the matter. If you need further assistance, you may contact us at ###-###-####, or in person at 6208 E Main Farmington NM. Thank you for giving us the opportunity to assist you. Sincerely, AAA Mini Storage 6208 E. Main Farmington, NM 87402 ###-###-####

[redacted] has been past due on rent for a storage unit and a previous unit in the past.  Sorry, when she says the "F" word to me on the phone and says we "F" up?  Sorry, that is what I call rude.    We can't babysit everyone's expenses.  They should be adult...

enough to keep track for their expenses.  We told here she could vacate and gave her the vacate notice for her to fill in.  She did not.  She's looking for a refund for what?  She didn't move out.   
We are short on storage and people are waiting to move in.  We don't need customer's like that who constantly swear on the phone and are in default of their lease.
 
She finally came in and paid her $399 past due bill.  This includes $65 a month for storage and late fees.

We had this storage space for 8 years. It was sold at auction without proper notification, no certified mail, no phone call just a certified email.Unit[redacted].Payment was missed in October and November. When I realized it, it was December. Called to make the payment (did not realize October not paid), I was informed that that property was sold at auction on Nov. 27@9am. There was no call, letter, nothing. Surely after a customer has given you service for 8 years, a phone call is not much to ask! In less than 60 days, they wiped out 8 years of possessions. We received a email 11/06, this is a home account which was not checked often. The unit was where I kept the property of my daughter, 23 deceased; my sister,40 deceased, my mother, deceased; my brother, deceased along with other items. Just a courtesy phone call could have prevented the devastation and mental trauma of losing all of their possessions and memories that can not be replicated.Desired SettlementSettlement: How do you quantify 8 years of memories? Death and life possessions? I would like to know why the policy does not require a Certified notice that can be assured that it was "RECEIVED". I would like to know that this is not their "usual documented practice". I would like to know that this will never happen again to anyone. I would like an apology for the process that wiped out a lifetime of memories without as much as a "I understand, let me try to locate the buyer". I had to suggest that myself, and I have no faith that it was actually followed through. I would like to know how much the unit sold for and be monetarily compensated. Truly this has shattered my life. Things I had to pass on to children and grands are simply gone! AFTER 8 YEARS...........NOT EVEN A PHONE CALL, NOT EVEN A CERTIFIED LETTER (WHICH PROVES RECEIPT OF MESSAGE). Just a total disregard of human courtesy! I realize it is a business, and payment was late, but in 60 days you wiped out 8 years of life, that did not have to happen if only COURTESY was given.Business Response To Whom This May Concern, This is a very unfortunate situation and makes me sad for this tenant. As I stated to this tenant, I tried Repeatedly to contact them regarding their delinquent status. I NEVER received any response to the numerous attempts I made. Every attempt made is recorded into the tenant files. Legally Everything Must Be Done In Writing. As Per October 1st of 2013, the State of North Carolina Statute 44A-43 states that Verified Email is the same as a letter sent via Certified or standard USPS. Email is the method we use when the Tenant PROVIDES us with an email address. This is the method I used to inform the consumer who filed this complaint. I had been sending emails to this tenant prior to this event. They received and responded to them previously. The following is the protocol we follow with ALL tenants who become delinquent and it adheres to North Carolina Storage Auction Sale Statute 44A-43. This protocol was followed to the letter with the consumer that filed this complaint. Everything is recorded in the tenant records. As per our lease, that the tenant signs and receives a copy of, it states that Rent is DUE on the First of every Month and is considered Delinquent at 12:01am of the 6th day of the month. This delinquency prompts the gate and accounting operating systems to lock the tenant out of the property. I am also prompted by the gate and accounting operating systems to go and put an over lock on the tenants unit(s). This is what follows next:1)On the 6th day of delinquency a Past Due Notice is sent out to the tenant via email. We are not required to do this. It is done as a courtesy reminder to the tenant.2)As Per Our Lease and following the North Carolina state laws regarding and pertaining to storage units, on the 15th day in the First month of delinquency a Default Notice goes out to the tenant. It states that they are 15 days Past Due and in Default of their signed lease. It also states that we are excising our Legal Right to collect the past due rent and late fees and to that end prevent further lien actions that will have to be taken if they have not responded to the notice within 10 days.3)On the Sixth of the Second Month of delinquency and following the North Carolina State laws regarding and pertaining to storage units, we send out the Notice of Auction Sale. That sale is set for approximately 60 days or more into the tenant's delinquency. This is done so the tenant has sufficient time to make arrangements to pay the Two Month's Past Due Rent, Late Fees and any Auction Fees associated with this procedure. This tenant called me at the END of December, 2013, almost a full after the auction sale. I asked," Why had I not heard from them?? Why did they not respond to my letters?? Why had they stopped paying the storage rent when they KNEW it was ALWAYS due on the First of Every Month??" She did not give a decisive reason, but I gathered that the holidays had something to do with it from the little she did say. She did say that, "it was only 3 Months past due!!!" I told her 3 Months is a LONG Time NOT to Pay Rent or to RECEIVE Rent!! I also said for her to not even email or call us with her intentions regarding the unit was unfortunate to say the least, but to assume that we would just sit on her unit until she got good and ready to contact us was unreasonable . I also said if only she had contacted me the FIRST month of delinquency and told me she needed to work something out with me that I would have done so and happily. I told her we just cannot keep a DELINQUENT unit indefinitely. It costs us a lot of money when we are not being paid the rent due on any unit. I apologized and informed her of the auction sale at the end of November. I informed her that we also do not make back the money owed to us when we sell a unit at auction. There is Always a balance still outstanding and due that the delinquent tenant owes us that we write off as a loss. I offered to call the auctioneer to see if he would call the buyer and inquire as to any of her belongings still being available. I called him and he was doubtful, but he did so. The buyer said the items were no longer available that it had been too long since the sale. I called the tenant back and informed her. Once again apologizing to her for her loss. In EVERY conversation I had with this woman and there were several, she insisted that I didn't contact her, but she also admitted that she NEVER checks the email that she provided us. I asked her to do so and she would find ALL the emails I had been sending over the past few months. I repeatedly explained why we are NOT required to send a letter via USPS any longer and that State law had changed. I told her that we sent out an email back in September informing tenants that things had changed and why, in several areas of the facility operations. The auction letters being one of them, us having a website, the upgraded gate system and new gate codes were others. In closing, it is the responsibility of the Renter, regardless of how long they have been storing their belongings here, to pay their storage rent as per the Legally Binding Lease they signed. It is my responsibility as the Property Manager to make sure I follow all the laws that govern facilities such as these, as well as, the Leases we have the tenants sign at move in. I did everything I was expected to do as a Property Manager in this situation. It is my job to manage this property so that it continues to be a safe, clean and secure environment for ALL of the tenants and successful as a business for the property owners. I cannot play favorites with any tenant, because they have been here longer then another. I treat ALL the tenants with the same respect I would expect for myself if the roll was reversed. I do not know of ANY Storage Facility that ALLOWS the tenants to Not Pay Rent for 2 or 3 Months Just Because They Have Been Renting There 8 Years. Once again, I am very sorry these folks lost their belongings. No manager ever wants to sell a tenants belongings. I wish they had paid their rent on time, initiated contact with me from the outset or at least responded to anyone of my letters. We could have avoided this very unfortunate situation.Sincerely,[redacted]Property ManagerFinal Consumer Response So AGAIN, I repeat it is the "method" that is in question and should be changed! The listed "method" lists protocol for All. When you are deliberately ending a contract (that was originally made 2005, although your hire date and termination date of sale within 2 months was in 2013), there should be no question that the information was received by the tenant. Since there appears to be no resolution and no manner of recovery, I just want this known by the head corporation of AAA Ministorage and others that may use the storage facility. Since I felt the message would never go any further, I chose Revdex.com. Also in your elaborate response you stated we did not respond to letters, there was no letter.....everything was through email. Since I didn't see the emails, there was no communication.My fault, yes. You stated you cannot keep a delinquent unit indefinitely........really, less that 60 days is an indefinite amount of time. You stated you offered to call the auctioneer..... not once did you offer, not once did you "call me back" after several voice mails". You did of course send an email that said, "I am sorry, but that unit was sold back in November at auction". When I was finally able to get you on the phone and we talked, I asked you if you would call and see if they had kept anything, thinking they would see it was pictures, death papers, personal items, an old stand up piano that my daughter played in 1980's, etc. You said you would call and asked me to call you back the next day, which I did, with the feeling that you probably did not call the auctionier at all........., again, my fault. State law changed in October and in Less Than 60 days you had already held an auction! 10/6 - 11-27. Before October, AAA had mailed out notices, it would make sense that a notice of "no more notices" would be mailed and documented as well. I know my responsibility, my fault. The purpose of this report to Revdex.com is so you realize your responsibility of notification, unless it apparently does not matter as long as the "Changed Law" is on your side. Again, one phone call or one letter, not a series, just one, could have changed the outcome of this "very unfortunate situation".Final Business Response We stand by our original response

Manager placed a double lock on my unit and I was unable to access it. They refused to refund or credit me for time unit was lock. Very Rude as well.The worst case of customer service I have ever received!!! I am renting 3 storage units while I am in transition to my move. I went by to put items in my unit and a double lock was on the unit, although my account was paid, and is monthly drafted from my account. The office was closed Saturday by the time we went by and didn't reopen until Tuesday. I called the office first thing Tuesday morning and explained the situation, the manager ([redacted]) at the facility said it was an error and he was going to remove it "right now". I went by nearly an hour later and it was still locked. I went back that afternoon and it was off. I got an email today for new charges for September and replied with an email asking for credit for the month of August or I'll just take a credit for at least the 3 days we know we were locked out, and he refused. He claimed he took the lock off immediately although I know for a fact it took him nearly and hour because I was there for that long and he didn't come during that time. I called 877-[redacted] and explained the situation. The man I spoke with apologized and said he could send an email to [redacted]' manager. She ([redacted]) called me back and questioned whether I called the office or went by and knocked on apartment door. She said [redacted] said my number wasn't on caller ID and they were home all weekend. I said no I didn't do those things because in my past experience of needing something they don't answer when they are closed and the apartment door has "do not knock" sign on it. [redacted] said I made an error in not going by and knocking on a door, that clearly states not to, and for not calling to leave a message. She claimed that my error cancelled out their error so we are even! She refused to credit my account for any portion stating I don't know how long the lock was on, however [redacted] told me that lock go on the units on the 6th if not paid by the 5th.Then the office manager overcharged me for the month of September on one of my units! He refused to give us our $1 special for the month of September as previously quoted to us. [redacted] made same comment he did, you don't know how long lock was on there so why would we give you a credit. So I said, I know it was on there for 3 days at least! After she started getting smart and rude I asked for owners contact info. She said owner was not available and would not be...that she was the Chief Manager of the properties and she was as high up the chain I was gonna speak to and I can forget a credit! Oh, how I wish my house was ready. I would be out today and wouldn't pay them another dime! But I know one thing for sure, I will never refer them again or use them again!!!Desired SettlementThe worst case of customer service I have ever received!!! I have 3 units I am renting from AAA Mini Storage (and [redacted]) while I am in transition to my new move. I went by to put items in my unit and a double lock was on the unit, although my account was paid and is monthly drafted from my account. The office was closed Saturday by the time we went by and didn't reopen until Tuesday. I called the office first thing Tuesday morning and explained the situation, the manager ([redacted]) said it was an error and he was going to remove it "right now". I went by an hour later and it was still locked. I went back that afternoon and it was finally off. I got an email for new charges and replied with an email asking for credit for the month of August or at least for the 3 days we were locked out, and he refused. He also refused to provide me with his manager or owner information. I called 877-[redacted] (their customer service line) where I spoke with a young man who agreed I was wronged and deserved credit. He said he could send an email to upper management. I assume he did because about 45-50 minutes later I received a call from someone identifying herself as the Chief manager. She ([redacted]) called me back and immediately began to question whether I called the office or went by and knocked on the apartment door. She said the manager and his wife were home all weekend and my number was not on their caller ID. I said, "No, they were closed," and in my past experience of needing something they don't answer when they are closed and the apartment door has "do not knock" on it. She said that was my error cause had I gone by the apartment side they could have opened door after hours, so we are even! She said I made the mistake of not calling or going by a "closed business" and they made a mistake and put the lock on my unit. Therefore, she refused a credit! She also made the same comment he did, you don't know how long lock was on there so why would we give you a credit. So I said, I know it was on there for 3 days at least! And [redacted] said they put locks on all units that have not paid by the 6th of the month. So logically speaking, it was there for more than 20 days, therefore I deserve a credit.After [redacted] started getting smart and rude I asked for the owners contact info. She said the owner was not available and would not ever be available to talk to me...that she was the Chief Manager of all the properties so she was technically the owner, and she was as high up the chain I was gonna speak to and I can forget a credit.At this point, I am seeking a credit for the 25+ days my unit was inaccessible and an apology from [redacted], especially, and [redacted].Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]At AAA and A1. we pride ourselves on our excellent customer service! Our facilities and staff have excellent ratings overall from many sources. I am disappointed to hear that you were not satisfied with our service in this case and hope that I can clarify any misunderstandings with this response.We appreciate your business over the years and hope that we can continue to help you with your storage needs. Our location and pricing are hard to beat, but we want to provide excellent customer service as well. There are mistakes and oversights in all businesses and this incident was simply that - an oversight that could have been easily and happily rectified. It was not until we were made aware of the oversight that we had the opportunity to remedy the problem.As you know, your credit card was declined in July, resulting in the industry standard overlock scenario. The oversight occurred when your account was paid in full, the following month, and we neglected to remove the overlock - our mistake. As mentioned, a simple phone call (at any hour) would have alerted our manger to the mistake and allowed us to provide the excellent customer service that we strive for. As you are well aware, our office is open from 9am to 6pm Tuesday through Saturday and an emergency number is posted on the property. Again, a simple phone call would have resulted in an apology and the prompt removal of your overlock.Again, I apologize for the inconvenience but feel that it was little more than that. I would like to address the fourth section of your complaint, as we do not have a toll free (877) customer service line. I am not sure who you spoke with that suggested that you had been "wronged," but the number referenced in your complaint is a toll free number for [redacted]. I am certain that the call you received after your call to [redacted] was a result of [redacted] (our property manager) reporting the mistake to his supervisor, [redacted]. I understand that [redacted] offered a courtesy credit of $20, which you did not accept. Again, I apologize for the oversight and will encourage you to accept our $20 credit as resolution of this complaint.On behalf of [redacted], [redacted], and my business partners, I sincerely apologize for this inconvenience. Of course, we try not to make mistakes in the first place and look for opportunities to provide excellent customer service whenever possible, especially when we make a simple mistake such as this.We appreciate your business and hope that we can continue to provide excellent customer service and the best storage rates in the Triangle.Sincerely,[redacted]Owner

Review: I rented a storage unit on 1/8/2015, and have been paying consistently on the unit. I went to access the unit on Sunday 10/4/2015 and found it to be locked. I called the next day and was told that I was locked out due to non-payment. I was also told that they had sent out statements and a certified letter that they had not received back. They told me that I owed $390.00. I called back today to get more information to see where the certified letter had been signed for, because they had sent it to an address that I have not lived at since 2011, and was not the address that was on the paperwork that I had filled out in January. I was then told today, 10/6/2015, that yes they had received the certified letter back and it was in my file and that I owed $391.00. I then spoke with the manager and she was extremely rude and told me that I owed $385.00. It wasn't until I had said that I was going to file a complaint that she was willing to work with us. She then pulled out a ledger from 2008 and said that I was consistently late and because of this after we pay the balance that we are to vacate the unit, because "You need to be responsible and keep track of your own expenses. Also, so we don't have to deal with this issue anymore, please fill out the green vacate sheet and please vacate this unit by 11/30/15. We would like to rent to a tenant who can pay their bills on time." (I have included copies of these) Each time you also look at the statements there are different late fee amounts, and the way it has been explained varies each month.Desired Settlement: I would like to have a refund, but I would much rather it be reported so that someone else doesn't have to go through the same issues that I have.

Business

Response:

[redacted] has been past due on rent for a storage unit and a previous unit in the past. Sorry, when she says the "F" word to me on the phone and says we "F" up? Sorry, that is what I call rude. We can't babysit everyone's expenses. They should be adult enough to keep track for their expenses. We told here she could vacate and gave her the vacate notice for her to fill in. She did not. She's looking for a refund for what? She didn't move out. We are short on storage and people are waiting to move in. We don't need customer's like that who constantly swear on the phone and are in default of their lease. She finally came in and paid her $399 past due bill. This includes $65 a month for storage and late fees.