Butler Loop Mini Storage

Review: My husband and I rented a storage unit from this company for 14 months.We contacted them August 19 2013 to give more than adequate notice of vacating the storage unit by September 19th 2013.They require 10 days, we gave them over 30.We spoke with the manager of the storage facility and she assured us that she would make a note of our leaving the unit on our file and we would not be charged any more except for the entire months of August and September. As planed, we moved out of the unit by September 19th.Today is November 4th 2013 and my husband received a phone call from the storage unit.Upon review of our checking account we noticed that we had been charged a $70.00 fee for the month of October.I called the manager back and was greeted with a very rude person who informed me that they had debited my husbands card she couldnt speak with me.I said I had noticed that my account had been charged and I was wondering why since I had called in August and said that we were vacating the unit by September 30th.The manager (same person I spoke with in August)informed me that she had never received that message.I said that was hard to believe since I had written it down with the date, time, her name, and exactly what she had said.At that point she got very annoyed with me said she would handle the problem and hung up.I called my bank to make sure they couldn't charge my account any more and was informed that they had charged MY debit card NOT my husbands and that she had lied about that part.My husband called the manager back and informed her that the conversation had been on speaker phone and he had heard exactly what she had said to me and had watched as I wrote it down at which point she argued with him.The manager then admitted that she noticed we HAD moved out when she did her monthly inspection the beginning of October and again beginning of November.When my husband asked why she hadnt bothered to call in October and instead choose to wait until after we were charged for November she hung up.Desired Settlement: $ 70.00. The amount of the monthly charge automatically debited from my checking account for the month of October when we WERE NOT renting the unit.

Business

Response:

November 7, 2013 Case ID: [redacted]

Resolution Moderator: [redacted]

In response to the above referenced

case.

On November 4, 2013,1

contacted said client. I contacted the husband as his name is what appeared on

the contract as well as the phone number I had on file. He did not answer so I

left a message on his cell phone.

Within 5 minutes of my phone

call the wife of the client called and left a very rude message on my voicemail

demanding to know why I wanted to talk to her husband.

Within 5 minutes of initial

phone call she called back and got my office mate as I was busy helping a

customer. My office mate stated that I was helping a customer and I would

return the call. The wife of the client became very irate demanding to know why

I was calling her husband. My office mate explained it was regarding rent. The

wife stated she had given notice. My office mate told her there must have been

a misunderstanding and that I would return the call after I was finished

helping the customer at hand.

When I returned the call the

wife wanted to know why I was calling her husband. I said I was just double

checking to see if they were still using the storage unit or if they had moved

out. (We have customers who rent units for their vehicles and they don't put

locks on them.) She stated they gave notice in August. I stated I had no record

of that but I would handle appropriately. She wanted to know if I wanted

anything else, I said no, and hung up. Again customer was very rude.

Immediately after that call

the husband called and wanted to know what I wanted. I stated I had just spoken

with his wife regarding the storage and explained I noticed the unit was empty

in October so I was just checking to see if they were out or if they were still

using the unit. He said they gave notice. I said unfortunately I don’t have

record of that, to which he replied they spoke directly to me. I stated I

apologized and said I honestly don’t remember the conversation. (My direct

supervisor will speak highly of my record keeping).

Please see attached

information which shows I issued check #3667 in the amount of $50.00 for their

deposit even though that would normally be forfeited for no notice of move-out.

This customer was set up on

an auto-pay for storage. Because I did not receive move-out notice I did not

remove auto-pay and to be quite honest am surprised that if they had moved out

in September why they didn’t contact me in October for the charge that came out

October 2, as well as ask for their deposit back. In good faith because I knew

the unit to be empty in October but not sure if they were using it, which

resulted in the phone call to verify, I refunded their credit card $210.00 for September, October and November,

so they actually received free rent for a month they should have been

charged (September). The total reimbursed to the customer was $260.00. I feel I

have gone above and beyond what was needed due to the “misunderstanding”. The

customer is asking for 1 month return on their rent and has received 3 months

plus their deposit.

I am guessing said clients

apparently do not check there bank account on a regular basis or they would

have contacted me at the beginning of October and would have also seen the

credit for $210.00 which was deposited prior to this complaint being filed. As

you can see we have been in business for many years and have not had any

complaints filed. We pride ourselves on being fair to our customers.

Please see enclosed documents.

Sincerely,

Consumer

Response:

We have reviewed the response made by the business in reference to complaint ID [redacted]. We have determined that these actions would have resolved our complaint however, the actions stated by Mrs. [redacted]'s letter have not occured to date. For your reference, details of the offer we reviewed appear below.

Regards,

As stated in Mrs. [redacted]'s letter she did make a phone call to my husbands phone and left a voicemail on November 4th. After I listened to the voicemail I chose to review my banking statement and found the company had charged my account a $70.00 fee for the month of November. I chose then to call the company and left a very polite voicemail stating who I was and an alternate number where she could reach either of us. At no point did I ask why she was calling my husband. After a 45 minute wait ( time as per my phone records) I opted to call back and spoke with Mrs. [redacted]'s assistant who informed me that Mrs. [redacted] was with a client. I asked if she knew why we would be recieving a call after we had left the storage unit in September and she stated it was because of the rent. The assistant then said she would have Mrs. [redacted] call me back at the alternate number I had provided and I said that was fine. Again at no point did I ask why she was calling my husband.

Mrs. [redacted] then called my husbands phone number again instead of the alternate number provided twice, and I answered. She became very rude to me the moment I answered my husbands phone and was very rude throughout the conversation. And again at no point did I ask why she was calling my husband. When I asked why she had charged us for Novembers rent when we hadn't been in the unit since September 19th. Mrs. [redacted] then stated that she had never received a move out notice. I told her that I had called on August 19th, 2013 at 2:45 p.m and had spoken to her, Mrs. [redacted], directly and that I had written it down on my move out paper, the date, the time and that she would be charging me for all of August and all of September and that the company did not pro rate on move out dates. At this point Mrs. [redacted] informend me that she couldnt speak to me because it was my husbands card that had been charged, not mine and hung up.

As Mrs. [redacted]s copy of the contract shows MY NAME and MY CARD are on the contract. NOT my husbands.

My husband called back and was told that everything had been taken care of, later to find that our checking account had been frozen by the fraud department due to an attempt at a second charge for November. After contact with the fraud department at our bank on 11-4-2013, our account was released the same day.

As for check #[redacted], we have not received that to date. We do have an address change in place and have not had any other problems receiving our other mail.

The October 2nd billing. No we did not notice the charge because we were in the process of moving across country, as Mrs. [redacted] knew because she had asked and been told why we were closing the unit. If she knew the unit to be empty in October but not sure, why did she not call then instead of waiting until November after a second charge had been processed.

Mrs. [redacted] states that she had refunded the credit card for the amount of $210.00 before this complaint was filed. I have included a copy of our bank statement with the last transaction being November 7th, 2013. That transaction is a provisional credit of $70.00 from our bank due to the attempt at a second charge. I called and spoke with my bank today, 11-18-2013 2:36p.m, after recieving this letter to confirm that no deposits were waiting. I spoke with [redacted] and he confirmed that there were no deposits currently and that there were none showing for the 24 hours of Nov 4, 2013 that the account had been frozen. He also stated that had there been an attempt at a refund it would have been held and then processed after either the 24 hour hold or contact with us had been made.

Mrs. [redacted] was well aware that we were in the process of moving and would not be in the position of checking our bank statements. The comment of crediting the $210.00 is obviously untrue since it had not happened prior to the complaint or since the complaint. Mrs. [redacted] stated that she would notate our account on August 19th that we were moving out. She also has said that she had issued a check for $50.00 and has credited our account for $210.00. None of this has happened. We are very glad they have no complaints and pride themselves about being fair to their customers. We were one of their customers and wish they had felt they same towards us.

November 19th, 2013

Business

Response:

November 7, 2013 Case ID:[redacted]

Resolution Moderator: [redacted]

In response to the above referenced

case.

I will no longer entertain Ms [redacted]’s

complaints of “he said, she said”. I hear Ms [redacted]'s complaint, however, we are

in complete disagreement of what has transpired.

We recently started a new credit card

program. After contacting my credit card merchant I found there was an extra

step that needed to be taken to process a credit. I was not aware of this step

at the time I thought credit was being issued. The credit was showing on one

side of my books but not the other.

Please see attached credit card return

of $140.00 for October and November.

I stand firm that I did not receive

proper notice from the customer nor a forwarding address which is taken at the

same time of move out notice. I have also enclosed a copy of the envelope

returned to us from the USPS due to improper mailing address.

I hope this concludes Ms [redacted]’s

concerns.

Respectfully,

Butler Loop Mini

Storage Bookkeeper

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,