Centerpoint Storage

Initial Business Response /* (1000, 5, 2015/06/08) */
Contact Name and Title: CentrePoint Storage
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
In the change of management it came to our attention that during a flood, some of our records were not entered into our...

computer system. We have contacted all customers involved and they have worked with us to help compare records and make plans to balance their accounts. When we contacted the customer in subject, she agreed to search her bank statements and provide proof of payments while we also searched our financial records. It was clarified to the customer on our second phone call that any payments due that could not be proved to have been paid via bank records would still be due. The document she signed giving us authorization to directly bill her credit card states "The OCCUPANT is inevitably the primary party responsible for the payment of rent to CENTREPOINT STORAGE. If the automatic payment of rent cannot be processed for any reason, the OCCUPANT may also be in default in the event that any rental payment and or service charge is due and unpaid and CENTREPOINT STORAGE may terminate the rental agreement and/or begin enforcement of the OWNERS lein." When we read this back to the customer, we explained that we would take partial responsibility and not charge late fees since she had originally authorized us to charge her; however, she was still unpaid. Like any other automated payment, it is still the customer's responsibility to notify the company if the charges are not appearing on their bank statement. Our company policy is to over-lock any unit that is 3 or more months overdue due to prior customers moving out without proper payment. We over-locked the customer's unit not with the belief that she would attempt to act in such way but as a company policy enforcement and precautionary measure. The customer was to be notified soon after the unit was over-locked however the customer attempted to access her unit within an hour of the phone call notifying her of her possible debt. It was at this time that she entered the office to speak with the owner, which she was granted. The owner clarified company policy and made an exception to allow her supervised access to her unit to take inventory. Our company understands the sensitivity of this account it was for this reason that we removed a month of rent from her bill. Ultimately, the customer decided to pay the full balance and move out. We were sad to see her leave as a customer. All other customers affected by the flood in such way have been very understanding and have not had such problems with their payments plans to balance the account.