Bidwell Self Storage

Dear [redacted] : In regards to the unit under [redacted] ***: We looked up the records and they indicate that a preliminary lien notice was issued through mail on 7/30/to the customer's primary address as listed to usThe final lien notice was once again mailed to the same address on 8/29/Before the lien notices were mailed, we gave past due notices, and also left a voice message regarding a credit card that was being declined on 6/6/The customer came in that same day and paid with a check in the amount of $After this final payment, the credit card was declined again on 7/1/14, 8/1/14, and 9/2/14, and preliminary lien notices sent out on 7/30/and 8/29/as mentioned beforeWe've had prior problems regarding the credit card that was being declined, but never received updated information on the cardWe have all transaction history with information regarding lien notices, declined credit card, and phone calls made to the customerWe would like to get this resolved as quickly as possible and will help in any way we can Store Manager, [redacted]

I am rejecting this response because:
We came in in early August to pay for the July and August payment for the storage unitWe came in right before they closed the office, and the man working the office had just shut down his computerWe talked about how the dog that was in the office had been a puppy when we first rented the unit in December, and how friendly it wasI gave him my account information for a payment, which he wrote down on a ponote and put on the computer monitorHe told us that he would process it in the morning and then walked over with us to remove any locks they had placed on our unitThere were none, and he said okay, we were good to goThere has been no correspondence from the storage place via mailWe have a stack of mail for my girlfriend, from her father's house (which is the address they had on file) for the last three monthsThere has been no letters from the storage placeTheir claim that they mailed letters to her address on file are falseThere has never been a letter received, there has been no phone calls received, and ***, in fact, went in to change the card for the direct deposit several times, which they never processedThere has been an utter lack of communication on the part of the storage placeThey cannot show that they actually mailed the letters to her address*** never received a single letter from themNot only that, but they had her email address on file, and there was never any attempt to communicate that way eitherOur cell phone records show no calls from the storage place within the last three monthsThe storage place has basically stolen our stuff through their incompetence and lack of communicationIf they had called even once we would have been down that day to pay, but since I thought I had taken care of the July and August payments, I never had a clue that they were going to sell our unitI lost several thousands dollars worth of items, and several items of sentimental value that have no way to attach a price to them*** lost much more than myself in the unitThis is solely on the shoulders of the storage place for their incompetent management and lack of honesty about the communicationThere are no letters from them, no proof that they ever mailed any letters, and no calls or emails from them eitherWe had always paid for our unit, usually two months at a time, and thought we had in August, which they did not process for some unknown reason

Business states that they have consumer history records regarding phone calls,payment history and lettersAll notes were made regarding all notifications(including the lien notices) that were never returnedThere is numerous declined credit card transactions in trying to make paymentsAll notices were sent to the primary mailing address(that was confirmed by consumer) and that mail was never returnedThere was intent to pay after pre-lien notices were sent out but again credit card was declinedThere is times, dates, and records of all transactions and interactions made with consumer

I am rejecting this response because:
There are several reasons why we are rejecting their response:
There is no proof that the letters were ever actually mailed*** asked about it and all she was shown, at a distance, was a receipt for a letter sent via certified mail that they claimed was to her address on fileThey have not made their records of letters mailed available to usSince it was sent via certified mail, then there would be a return receipt, which they claim they never receivedAlso, the receipt has a tracking number, which has never been provided to us or tracked by themLetters sent are very easy to print off of a computer, as are records that claim that the letter was sentThe reality is that no letter from Bidwell Storage was ever received at the address they had on file.
The phone records they claim to have are as well*** and I are very happy to print off our phone call records for the last several months to show that there were no calls received from Bidwell Storage until the phone call *** received about photos to be returned to herSince we both use cell phones as our main phones, our *** bills will show all incoming and outgoing callsThere is not a single call received from the phone number for Bidwell Storage on my phone or ***'sAgain, it would be easy for them to fake a phone log that showed them making calls, but when we both have phone bills from our provider that shows not a single phone call from Bidwell Storage, it is hard to believe that they tried to call us
On top of all of that, Bidwell Storage also has ***'s email address on file, which they easily could have communicated through, but chose not to*** has a storage unit in San Francisco, and they send her an email receipt every monthEmail is an easy way to communicate, yet Bidwell Storage did not communicate via any method that we received
Bidwell Storage is trying to cover themselvesThey have no way to prove that they tried to contact usAll they have are records that are easily fakedWe would be more than happy to provide copies of our phone bills for the last four months to prove that there was no attempt by them to call, and a sworn affidavit that no letters were ever received at the address on file from Bidwell Storage
*** ***
*** Anderson

I am rejecting this response because:
The storage place did not make an effort to contact ***Their "records" are easily faked, which is what we believe that they didThey had both our numbers on file, which they never called, as our phone records showThey had ***'s email address on file, which they never usedThere was no change of address on the part of ***The address they had on file is the one that she had used with them from the very beginning*** receives mail at that address all the time, so there was no change in address like they are claimingIn addition, something finally showed up at the address they had on file, at the end of OctoberHer daughter sent an image of it which shows that is was not delivered on 9/2/14, which is what they claimed, but during the last week of OctoberThe storage place is lying through their teeth to cover themselves because what they did violated the lawI am attaching the copy of the image that I have for your perusal.
*** ***

While we do regret the apparent inability to contact the customers before the auction, we did send a preliminary and imminent lien notice to the customer's last known address as legally required. Attached are the notes for the customer's unit which are automatically compiled when an action, other than making a payment, is taken.  The preliminary lien notice was sent 7/30/14 while the final lien notice was sent 8/30/14. Although the customer said that they never received the letters, she also never never informed us of a change in address, which would have been logged into the unit notes. If any other documentation is needed, please contact us.

Dear [redacted]:
In regards to the unit under [redacted]: We looked up the records and they indicate that a preliminary lien notice was issued through mail on 7/30/14 to the customer's primary address as listed to us. The final lien notice was once again mailed to the same address on...

8/29/14. Before the lien notices were mailed, we gave past due notices, and also left a voice message regarding a credit card that was being declined on 6/6/2014. The customer came in that same day and paid with a check in the amount of $89.00. After this final payment, the credit card was declined again on 7/1/14, 8/1/14, and 9/2/14, and preliminary lien notices sent out on 7/30/14 and 8/29/14 as mentioned before. We've had prior problems regarding the credit card that was being declined, but never received updated information on the card. We have all transaction history with information regarding lien notices, declined credit card, and phone calls made to the customer. We would like to get this resolved as quickly as possible and will help in any way we can.
Store Manager,
[redacted]

Review: The storage unit that my girlfriend and I rented was auctioned off for non-payment even though we were never notified that we were behind in paying rent for it. We went in to pay in August for July and August rent right before they closed. Since their computer system had shut down the man working there took all of our information and said it would be processed in the morning. Today we found out that not only they never processed our payment they auctioned off our unit at the end of the month. They said that they tried to call both my girlfriend and I, but we have both checked our cell phone bills for the last three months and have not found a single call from the business or voice mail from them. The also said that they sent a certified letter to the address on file, but the return card, showing that someone had signed for it never came back. There was not certified letter, requiring a signature, ever delivered to the address on file. We were completely in the dark until today that this happened. Both of us are completely shocked and distraught at the stuff we lost in storage and cannot believe that we never received notification.Desired Settlement: We are asking for monetary compensation for what we lost and an apology from the company for mishandling everything. There were thousands of dollars of things in storage, and heirlooms that can never be replaced. There needs to be some sort of settlement made on their part and a change to their business practices.

Business

Response:

Dear [redacted]:

In regards to the unit under [redacted]: We looked up the records and they indicate that a preliminary lien notice was issued through mail on 7/30/14 to the customer's primary address as listed to us. The final lien notice was once again mailed to the same address on 8/29/14. Before the lien notices were mailed, we gave past due notices, and also left a voice message regarding a credit card that was being declined on 6/6/2014. The customer came in that same day and paid with a check in the amount of $89.00. After this final payment, the credit card was declined again on 7/1/14, 8/1/14, and 9/2/14, and preliminary lien notices sent out on 7/30/14 and 8/29/14 as mentioned before. We've had prior problems regarding the credit card that was being declined, but never received updated information on the card. We have all transaction history with information regarding lien notices, declined credit card, and phone calls made to the customer. We would like to get this resolved as quickly as possible and will help in any way we can.

Store Manager,

Consumer

Response:

I am rejecting this response because:

We came in in early August to pay for the July and August payment for the storage unit. We came in right before they closed the office, and the man working the office had just shut down his computer. We talked about how the dog that was in the office had been a puppy when we first rented the unit in December, and how friendly it was. I gave him my account information for a payment, which he wrote down on a post-it note and put on the computer monitor. He told us that he would process it in the morning and then walked over with us to remove any locks they had placed on our unit. There were none, and he said okay, we were good to go. There has been no correspondence from the storage place via mail. We have a stack of mail for my girlfriend, from her father's house (which is the address they had on file) for the last three months. There has been no letters from the storage place. Their claim that they mailed letters to her address on file are false. There has never been a letter received, there has been no phone calls received, and [redacted], in fact, went in to change the card for the direct deposit several times, which they never processed. There has been an utter lack of communication on the part of the storage place. They cannot show that they actually mailed the letters to her address. [redacted] never received a single letter from them. Not only that, but they had her email address on file, and there was never any attempt to communicate that way either. Our cell phone records show no calls from the storage place within the last three months. The storage place has basically stolen our stuff through their incompetence and lack of communication. If they had called even once we would have been down that day to pay, but since I thought I had taken care of the July and August payments, I never had a clue that they were going to sell our unit. I lost several thousands dollars worth of items, and several items of sentimental value that have no way to attach a price to them. [redacted] lost much more than myself in the unit. This is solely on the shoulders of the storage place for their incompetent management and lack of honesty about the communication. There are no letters from them, no proof that they ever mailed any letters, and no calls or emails from them either. We had always paid for our unit, usually two months at a time, and thought we had in August, which they did not process for some unknown reason.

Business

Response:

Business states that they have consumer history records regarding phone calls,payment history and letters. All notes were made regarding all notifications(including the lien notices) that were never returned. There is numerous declined credit card transactions in trying to make payments. All notices were sent to the primary mailing address(that was confirmed by consumer) and that mail was never returned. There was intent to pay after pre-lien notices were sent out but again credit card was declined. There is times, dates, and records of all transactions and interactions made with consumer.

Consumer

Response:

I am rejecting this response because:

There are several reasons why we are rejecting their response:

1. There is no proof that the letters were ever actually mailed. [redacted] asked about it and all she was shown, at a distance, was a receipt for a letter sent via certified mail that they claimed was to her address on file. They have not made their records of letters mailed available to us. Since it was sent via certified mail, then there would be a return receipt, which they claim they never received. Also, the receipt has a tracking number, which has never been provided to us or tracked by them. Letters sent are very easy to print off of a computer, as are records that claim that the letter was sent. The reality is that no letter from Bidwell Storage was ever received at the address they had on file.

2. The phone records they claim to have are false as well. [redacted] and I are very happy to print off our phone call records for the last several months to show that there were no calls received from Bidwell Storage until the phone call [redacted] received about photos to be returned to her. Since we both use cell phones as our main phones, our [redacted] bills will show all incoming and outgoing calls. There is not a single call received from the phone number for Bidwell Storage on my phone or [redacted]'s. Again, it would be easy for them to fake a phone log that showed them making calls, but when we both have phone bills from our provider that shows not a single phone call from Bidwell Storage, it is hard to believe that they tried to call us.

3. On top of all of that, Bidwell Storage also has [redacted]'s email address on file, which they easily could have communicated through, but chose not to. [redacted] has a storage unit in San Francisco, and they send her an email receipt every month. Email is an easy way to communicate, yet Bidwell Storage did not communicate via any method that we received.

Bidwell Storage is trying to cover themselves. They have no way to prove that they tried to contact us. All they have are records that are easily faked. We would be more than happy to provide copies of our phone bills for the last four months to prove that there was no attempt by them to call, and a sworn affidavit that no letters were ever received at the address on file from Bidwell Storage.

[redacted] Anderson

Business

Response:

While we do regret the apparent inability to contact the customers before the auction, we did send a preliminary and imminent lien notice to the customer's last known address as legally required. Attached are the notes for the customer's unit which are automatically compiled when an action, other than making a payment, is taken. The preliminary lien notice was sent 7/30/14 while the final lien notice was sent 8/30/14. Although the customer said that they never received the letters, she also never never informed us of a change in address, which would have been logged into the unit notes. If any other documentation is needed, please contact us.

Consumer

Response:

I am rejecting this response because: