Chinn Jewelry, Inc.

My name is Brandon O***, Customer Service Supervisor for Tuck-it-away L.PI’m responding to our customer’s complaint regarding Billing/CollectionsWe here at Tuck-it-away stride to provide each customer with the best storage experience as possibleWith that said I’m sorry to hear that
you've had issues regarding your chargesAfter reviewing your account I see that you have been a customer of Tuck-it-away since April and I would like to thank you for your continued business.As per your lease agreement, LATE PAYMENT, ADMINISTRATIVE AND OTHER CHARGESIn addition to the monthly occupancy charge, Occupant will pay a mandatory late payment charge of 20% (twenty percent) of Occupant 's monthly occupancy charge for any calendar month in which the occupancy charge is not paid within five (5) days of the date dueIf Occupant has not paid within twenty (20) days of date due, there will be an additional late payment charge which will be the same amount as the first late payment chargeOccupant will pay a mandatory charge of $for any payment which is returned uncollectedThese charges are considered additional rent and are to compensate Owner for labor and other costs of collectionOccupant shall also pay a one-time mandatory administrative charge if so indicated above.If you have any further questions please feel free to contact me at ###-###-####Thank you

At this time, I have been contacted directly by Tuck-It-Away Associates L.P. regarding complaint ID ***, however my complaint has NOT been resolved because:
Brandon (he did not give his last name), who identified himself as being from Tuck-It-Away's "corporate office" called me on
3-**-to discuss the issue outlined in my complaintHe initially said, at the beginning of our conversation, that the pipe might have burst because "maybe it [the building's thermostat] wasn't set correct in terms of temperature." He later said that "We don't know that it was the temperatureMaybe the pipe just burst accidentally." From the beginning of our conversation, it was clear that he was not genuinely interested in resolving the issueHe couldn't remember whether he had spoken to me before (I'd like to think he'd keep a record of any efforts he made to contact a customer with a grievance and, in particular, any actual communication he had with them)He went on to say that Tuck-It-Away, as a self-storage company, has no responsibility for climate control and that this "accident" was "unfortunate" but Tuck-It-Away is not responsible for customers' items in storage and that we should get more insuranceI explained to him that insurance doesn't cover any items that, for example, are heirlooms, such as furniture that is from my grandmotherAny item that doesn't have a model number or a receipt isn't covered by the insurer they offer. Toward the end of our conversation, Brandon said that every other customer was satisfied; their issues had been resolvedThey had received help on-site and that the company had given them boxes and packing materials, free of charge, as well as a staff member to help them repack their goodsI told him we had never been offered thisI said that no one had ever contacted us from Tuck-It-Away to offer ANYTHING other than our monthly bill and that he could have sent an email or left a voice mail indicating that this service was being offeredI further told him that Tuck-It-Away staff had actually tried to sell my husband new packing supplies on one of the many days that my husband was there cleaning our unit. When it was clear to me that this man had no intention of taking any responsibility for the incident or damage, I told him I would continue to work toward a resolution with Revdex.com and with the insurerI typed a transcript of my conversation with Brandon as we were speaking, and you can find this below: [Transcript of our conversation 2:PM March **, 2016]***
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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My name is *** ***, *** *** *** for Tuck-it-away L.PI’m responding to our customer’s complaint regarding property damageWe here at Tuck-it-away stride to provide each customer with the best storage experience as possibleWith that said I’m sorry to hear of your
reported property damageAfter reviewing your account I see that you have been a customer of Tuck-it-away since January and I would like to thank you for your continued businessAs per your lease agreement, Occupant is responsible for maintaining their own insurance. Contact has been made with the customer, who has insurance and has been provided with direct contact information to the insurance company to file a claim. If you have any further questions please feel free to contact me at *** ***Thank you
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Attempts to contact the customer have been madeNo response from the customer at this time

My name is Brandon O[redacted], Customer Service Supervisor for Tuck-It-Away. I'm responding to a service issue complaint, ID# [redacted]. We here at Tuck-It-Away strive provided each customer with the best storage experience possible. With that being said I'm sorry to hear about your reported service...

issues. Tuck-It-Away is a self-storage facility and as per the rental agreement, customers are responsible for maintaining their own insurance. We provide a free truck and driver for most new rentals and customers can pay an additional fee for helpers to assist with the loading and off-loading of belongings. Customers should have all items wrapped, boxed, and secured prior to the truck and driver arriving. We try our best to estimate the amount of time that would be needed to assist each customer in and out of our facilities but again being that it is self-storage we're sometimes unaware of every item being stored. After reviewing the accoun t I noticed that an additional storage unit was needed as well. I believe this is the reason why additional time was needed in assisting the customer with her move-in.If you have any further questions please feel free to reach out. Thank you Brando O[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I appreciate Tuck-It-Away's offer to provide packing materials at no cost in order to repackage those items that were not damaged in the water incident. I also would like to acknowledge that the insurer responded to my claim promptly. I would, however, like to ask that Tuck-It-Away keep tenants informed of developments with respect to pipe and temperature remediation. While these not be concerns as the weather changes, they will likely be concerns again next winter. 
Sincerely,
[redacted]

My name is Brandon O[redacted], Customer Service Supervisor for Tuck-It-Away Self-Storage. I responding to a complaint regarding product issues. We here at Tuck-It-Away stride to provide each customer with the best storage experience possible. With that said I’m sorry to hear of your reported property damage and I would also like to apologize regarding us playing phone tag. Contact has been made with the customer in hopes of resolving the situation. If you have any further questions please feel free to contact me at ###-###-#### Thank you Brandon O[redacted] Customer Service Supervisor

Revdex.com:At this time, I have not been contacted by Tuck-It-Away Associates L.P. regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:At this time, I have not been contacted by Tuck-It-Away Associates L.P. regarding complaint ID [redacted].

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 and the matter has been resolved.
Good...

morning and my name is [redacted] and excuse me for not getting back to you and letting you know that the merchant has returned my money after they got the report frm me to your !!! Again sorry !!   Sent from my iPhone
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
All my items were wrapped and boxed, except for the furniture, which was not put in boxes. I did not put my furniture in boxes since the customer service person that I spoke to, Steve C[redacted], told me repeatedly that the furniture would be covered with blankets. As I mentioned in my original complaint, I also asked the movers if they had blankets and they said that the furniture would be wrapped in blankets in the truck which they did not do. If I had known that they would not have used blankets for the move, I would have hired other movers and used a different storage facility since I know that the furniture would be damaged if it was not covered.Yes, an additional storage unit was needed however, it was a small unit. The additional 3 hours was not due to there being a need for an additional unit. The movers would move 1 item at a time from the elevator to the truck, they were texting on their phones constantly and would just stand idly by and watch one of the other movers move a box. It could not have been more obvious that they were told to take their time.I would like a refund on the time overage charges since they damaged my furniture and purposefully took their time in moving my items. 
Thank you,[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Spoke with the customer who was provided a refund for the unused month of storage.