Clock Masters

West Loop Self Storage [redacted] ***October 23, [redacted] BBS Corporate Office [redacted] ***Re: Complaint lD# [redacted] Dear Ms [redacted] ,This is a rebuttal to complaint by Ms***Iam aware of the conversation between Ms [redacted] andMs [redacted] concerning deleting a late fee for the month of OctoberIdid tell M [redacted] that Iwould call within hoursIcalled Ms [redacted] at the number she requested from a private number.There was no answer.The tenant record indicate units have been occupied at different timesLate fees were off written on7/11/2016, 11/2/2015, 12/15/The tenant has paid late fees on 2/17/2017, 3/16/2017, 5/11/2017,10/13/2017.The rent is due on the 1” of the monthThe rent is late by the 10th• All tenants with outstanding rentreceive a courtesy reminder by the 9th of the month by emailThe courtesy reminder states tenants cango to website to pay via the internetMs [redacted] email is on fileWe did receive a call at 5:on the10ih stating she wanted to payThe internet and the drop box at the office were available to receivepayment.We received email from her stating that she did not receive a phone call from me from the email on file.Ms [redacted] stated that she believed that our employee did not report the incident to the ownersAgain,I called Ms [redacted] at the number on file from aprivate number while I was out of town, there was notan answeredMs [redacted] stated that she believed that our employee did not report the incident to theownersThe entire incident was reported.The phone conversation between Ms [redacted] and Ms [redacted] differsMs [redacted] has authority to writeoff late fees onlyMs [redacted] was instructed to charge late fees and to not write them offMs[redacted] followed office proceduresThe late fee will not be written offThe tenant will have no furtherproblems with the employeesShe can avoid courtesy calls by paying prior to the 9’ of each monthOnline payment is available for all tenants.Thank you, [redacted] Owner

West Loop Self Storage[redacted]October 23, 2017[redacted]BBS Corporate Office[redacted]Re: Complaint lD# [redacted]Dear Ms. [redacted],This is a rebuttal to complaint by Ms. [redacted]. Iam aware of the conversation between Ms....

[redacted] andMs. [redacted] concerning deleting a 10.00 late fee for the month of October. Idid tell M5. [redacted] that Iwould call within 24 hours. Icalled Ms. [redacted] at the number she requested from a private number.There was no answer.The tenant record indicate 3 units have been occupied at different times. Late fees were off written on7/11/2016, 11/2/2015, 12/15/2016. The tenant has paid late fees on 2/17/2017, 3/16/2017, 5/11/2017,10/13/2017.The rent is due on the 1” of the month. The rent is late by the 10th• All tenants with outstanding rentreceive a courtesy reminder by the 9th of the month by email. The courtesy reminder states tenants cango to website to pay via the internet. Ms. [redacted] email is on file. We did receive a call at 5:28 on the10ih stating she wanted to pay. The internet and the drop box at the office were available to receivepayment.We received email from her stating that she did not receive a phone call from me from the email on file.Ms. [redacted] stated that she believed that our employee did not report the incident to the owners. Again,I called Ms. [redacted] at the number on file from aprivate number while I was out of town, there was notan answered. Ms. [redacted] stated that she believed that our employee did not report the incident to theowners. The entire incident was reported.The phone conversation between Ms. [redacted] and Ms. [redacted] differs. Ms. [redacted] has authority to writeoff 2 late fees only. Ms. [redacted] was instructed to charge late fees and to not write them off. Ms.[redacted] followed office procedures. The late fee will not be written off. The tenant will have no furtherproblems with the employees. She can avoid courtesy calls by paying prior to the 9’ of each month. Online payment is available for all tenants.Thank you,[redacted]Owner