Axis Self Storage

Review: I was going to rent a storage unit from the company they took out the money from my account on the 3rd of September, I called later in the day on the 3rd and stated that I will no longer need the unit and please refund the $back to my debit cardthey first said it could take up to weeks for them to process the refund, called again the 23rd of September and now they say it could take up an additional days and gave me a different phone number to call, have called the new number and left numerous messages and no call back at this time.Desired Settlement: I would like my refund back for the amount of $that I have paid for the month and called the same day to cancel the unit, didn't even go to the storage shed and look at itI got the storage shed information at 9:30a.m and called back at 1:to cancel the unit the same dayShouldn't have to wait this long for a refund
Business
Response:
[redacted] 12:PM Hello, I am in receipt of a complaint filed by a tenant of one of our storage facilitiesIn answer to the complaint, I would like to respond by stating that it is our policy to process refunds within days after moving outUnfortunately, due to [redacted][redacted]’s situation of not actually moving into the unit but paying and contracting a lease with our company, she fell under this policyShe paid for her unit on 9/3/which automatically reserved the unit for the monthWhen she informed the manager at the facility she would not need the unit, he quoted her our policy that a check would be issued within days[redacted][redacted] said she attempted to call a different number in regards to the refundI’m not sure what number she was calling, but when she left a message with our answering service, I was notified and called her back the same dayI explained that although unfortunate, the manager of the facility was following company policy but I would be more than happy to help herShe gave me the credit card information she used to make her initial payment and I processed the card for a refund within five minutes of our conversationI also sent her an electronic receipt to further prove that her refund was processedI apologized for her inconvenience and she seemed please with the outcomeIt is this company’s utmost priority to give our tenants the best customer service we can and as a company, we are continually striving to perpetuate this motto within our ranksAlthough we have policy and procedures in place to insure an efficient working business, we are not closed to those policies and will do whatever we can, within reason, to accommodate our customersIt’s my belief that [redacted][redacted] was satisfied with the outcome of her business with usThank you[redacted]Accounts ManagerAxis Companies, LLC[redacted]
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: Yes I FINALLY talked to an accountant for the Axis self storage after I had to call the maintence emergency line to get a LIVE person after leaving voicemail messages on Friday, Monday and Tuesday morning[redacted] DID NOT TELL ME about the DAY wait period on a refund and NO contract was signed by me, on the 3rd I called paid with credit card and at 1:30ish on the 3rd I cancelled it, NOR did he tell me that it would be in a form of a checkYes [redacted] did put $back into my account but that was not the total fees that they still keptI asked [redacted] for a copy of the refund policy and still to date have not recieved a copy of that, still to date there is NO contract with me and the storage company because I never signed 1, I would like to see the that I signedSo the Axis company is still keeping $for charges that I shouldn't have to pay[redacted] should have called the accountant and put it back on the same day, I should NOT have waited so long to get a LIVE person and not even a call back to my voicemailsLike I said I got more information from the emergency line for maintence then I did with [redacted] and an accountant[redacted] had mentioned that I fell into the same grouping as tennants BUT I wasn't a tennantI sent in no photo ID, recieved or sign any contract
Regards,
Business
Response:
October 1st,
Dear **[redacted],
In response to **[redacted]’s latest complaint, I was under the impression that after our initial conversation our company had satisfied any and all issues relating to her refund**[redacted] was more than pleasant, and seemed very happy that I was refunding her money, less the administrative fee within a few minutes of talking to her, I also emailed her an electronic receipt of the transaction and informed her in my email that if she had any problems concerning the refund to feel free to contact meI had also expressed that as a company, it is our utmost goal to satisfy all of our tenants, prospective and current alike and apologized for the inconvenience causedI never received a reply from **[redacted] stating she was unhappy in any way, so I am perplexed at the continuous round of complaints we’re receiving
If the $administrative fee is causing such animosity, I will be happy to refund it, although, as stated above, I had explained the fee to **, [redacted] and she never gave me any indication that she was upset at having to pay itIf she would have voiced her opposition at the time we were talking instead of leading me to believe she was satisfied with the outcome of the situation, I would have taken the necessary steps to remedy her concerns as I did with the actual refundAnd we wouldn’t be having this conversation
Please send the credit card information needed to my email address below so that a refund for the $can be initiated
Thank you,