Acorn Mini Storage

Acorn Mini Storage waived more than $in late fees on Ms [redacted] 's account in The last waived fee was on February 3, at which time Ms [redacted] was told that no further fees would be waived In accordance with the lease that Ms [redacted] signed, her rent is due before the first day of each month, the overlock fee, which she is disputing, is always assessed on the day of each month is rent has not been paid Ms [redacted] has been assessed the overlock fee on occasions; she has paid for of those fees Between January 4, and February 19, 20189, Acorn Mini Storage managers emailed Ms [redacted] seven times regarding the past-due status of her account In the same period, Acorn Mini Storage managers called Ms [redacted] times regarding the past-due status of her account On January 19, 2018, the day before the overlock fee was charged to Ms [redacted] 's account, an Acorn Mini Storage manager spoke with Ms [redacted] and offered to accept a credit card payment over the phone so that Ms [redacted] could avoid the overlock fee; Ms [redacted] refused this opportunity Ms [redacted] , also, could have logged onto her account on the Acorn Mini Storage website and made a payment on her account without leaving her home; she declined to take advantage of that opportunity Acorn Mini Storage will not waive this fee for Ms [redacted]

Acorn Mini Storage waived more than $in late fees on Ms***'s account in 2017. The last waived fee was on February 3, at which time Ms*** was told that no further fees would be waived. In accordance with the lease that Ms*** signed, her rent is due before
the first day of each month, the overlock fee, which she is disputing, is always assessed on the day of each month is rent has not been paid. Ms*** has been assessed the overlock fee on occasions; she has paid for of those fees. Between January 4, and February 19, 20189, Acorn Mini Storage managers emailed Ms*** seven times regarding the past-due status of her account. In the same period, Acorn Mini Storage managers called Ms*** times regarding the past-due status of her account. On January 19, 2018, the day before the overlock fee was charged to Ms***'s account, an Acorn Mini Storage manager spoke with Ms*** and offered to accept a credit card payment over the phone so that Ms*** could avoid the overlock fee; Ms*** refused this opportunity. Ms***, also, could have logged onto her account on the Acorn Mini Storage website and made a payment on her account without leaving her home; she declined to take advantage of that opportunity. Acorn Mini Storage will not waive this fee for Ms***

We are very confused regarding this complaint. Mr***’s account was credited $on February 24, and he made a payment of $to pay his account through the end of February on February 25, 2017. During his time as a customer of Acorn Mini Storage we have
waived over $in fees and charges for Mr***; always due to “miscommunication” that Mr*** ha claimed to experience. Every Acorn Mini Storage customers rent payment is due on or before the 1st of the month. If rent is not paid before the 6th of the month, every Acorn Mini Storage customer will incur a late fee. Further, if rent is not paid before the 21st of the month, all customers incur an overlock fee. All the charges are clearly disclosed and detailed in the lease that Mr*** signed. This is the second time and the last two months that Mr*** has fabricated an Acorn Mini Storage manager side of the conversation. We have extensively questioned both managers regarding their conversation and they both vehemently deny treating Mr*** with anything other than respect on the phone; and neither have made any negative comments about Mr***. These two managers have had hundreds of conversations with our customers in similar situations and we have never had a complaint regarding either of these managers. Acorn Mini Storage will waive no further fees or charges for Mr***

Revdex.com:
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 will wait for my refund. If I do not get it I will let you know. Thank you!

Initial Business Response /* (1000, 5, 2015/10/21) */
I am sorry that Ms. [redacted] did not understand Acorn Mini Storage's refund policy, however, the policy is clearly disclosed to every customer at the time their lease is signed. The '10-day Notice of Termination' form, that Ms. [redacted] received upon...

move-in, states, in bold print, that there is a $15 processing charge applied to all refunds of prepaid rent. At the end of September, an Acorn Mini Storage manager emailed an additional copy of the termination notice for Ms. [redacted] to complete. Ms. [redacted] declined to complete the form and sent the attached email informing Acorn Mini Storage of her intent to vacate her storage space on October 10, 2015.
Ms. [redacted] emailed communication indicating that she intended to vacate on October 10th but Acorn Mini Storage had no guarantee that this would occur; more than 50% of Acorn Mini Storage customers do not vacate on the date that they indicate on their termination notice.
As with any lease, the customer prepays rent to Acorn Mini Storage; all of Acorn Mini Storage's leases are month to month. If a customer is in possession of their storage space on the first day following the expiration of the monthly term, they must pay a full month's rent. This is clearly disclosed in section 3 of the lease that Ms. [redacted] signed; copy attached.
The majority of self-storage businesses do not prorate rent and will not refund anything if a customer vacates their storage space before the term of their lease. Charging a processing fee to administrate a refund and create & mail a physical check is not an unfair business practice as it is disclosed at the time that the customer signs their lease agreement.
Acorn Mini Storage will not refund any additional funds to Ms. [redacted] nor will the processing fee be changed or eliminated.
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */

Initial Business Response /* (1000, 5, 2015/09/24) */
Acorn Mini Storage attempted to contact this customer by US Mail and by phone with the information provided by the customer. Letters were sent and not returned on 5/6/2015. Verified mail was then sent on 5/18/2015 and not returned. June 4,...

2015 verified mail was returned to site with no forwarding address available. Voicemail was left regarding Autobill/ACH expiration with no response on 1/9/2015. On 6/30/15 voicemail was attempted; with a message notated the number was not in service. There was also no access activity after 1/3/2015. Acorn in good faith tried to contact customer multiple times and with no payment, response or activity conducted a sale as stated in the signed lease; article 30.

Unfortunately, both Mr. [redacted] and our Acorn Mini Storage manager are incorrect in their interpretation of Mr. [redacted]'s account ledger.  The refund processing charge was not applied twice to Mr. [redacted]'s account, what he is seeing on the ledger is the fee applied against his...

account balance in the 'Ledger' section and then the fee applied against the calculated refund in the 'Refunds' section on the bottom of the page.  Unfortunately, the accounting software has an issue calculating refunds when the storage customer vacates their account before 31 days have elapsed, due to the fact that we collect a full month's rent upon move-in.  The program prorates the refund based upon how many days of rent have been used in the current month, even though the storage customer has not stayed beyond 31 days.  Mr. [redacted] should have been refunded the entire amount of the prorated second rent charge, less the $15.00 processing fee.  Acorn Mini Storage does not refund any percentage of the first month's rent if a customer vacates prior to the first 31 days. Mr. [redacted]'s refund amount should have been $95.61, the entire amount of the second rent charge, less $15.00 for a total of $80.61.  Mr. [redacted] received $59.02 so he is owed $21.59.We would like to apologize for the misunderstanding and we will incorporate the consequences of this software issue into an upcoming training session with all of our store employees.  In compensation for Mr. [redacted]'s experience Acorn Mini Storage will waive the processing fee and refund the entire second rent charge ($95.61) less the refund which has already been issued ($59.02).  We will mail a check for $36.59 to Mr. [redacted] before September 22nd.