Compass Self Storage

We had a nice storage company that knew how to take care of our needs. For some reason, they decided to sell to Compass Self Storage. Almost instantly the low price we all were use to paying went up by triple. Then to add insult to injury they kept increasing the price every 3 or so months. It is now over 100 bucks a month. I cannot sustain such gouging. I am now looking for a new storage company. Also, I find it hard to believe that Compass is following what everyone else is doing. I am not happy

They bought out our old storage place I have kept my camper here for years now that compass bought them we all need to find a new place because they want to try and fit in 3 more buildings in there they can’t fill the ones around us now why do this greed I guess

In regards to Miss [redacted] complaintShe stopped in the office back in February to discuss the rate increase she received and had her letter with her that was mailed out in January I let her know I would discuss with my boss and get back to her on what we could or could not do about the amount of the increasesWe did decrease the ratesShe was called and made aware of the changes which would be effective in March/2018, because a new letter would not generate due to the change we made on the back endAs for the door issues and the critter in her space, these issues were never brought to the attention of management in the office to fix the doors or address the critter until this complaint was made two years after she rented her spacesOut of the units rented here I have not heard of any critters in any of these unitsWe also bait every single unit with critter poisonI have called and asked [redacted] to return my call so we can further discuss this complaint in order to completely resolve.Thank you,Keara K [redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** I had no dispute regarding the contract I am saying that they are FALSELY advertising the best rates in Florence and it is NOT true Also, I wonder why a MAN was charged $a month for the same unit as I have when that was my rental more than a year ago & has since increased twice? My TWO issues are: Compass is violating the Truth In Advertising act and is borderline "bait & switch" advertising I also believe I have been discriminated against as a female and was charged more over a year ago than a male w/ the same size unit has been paying

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

RE: *** ***We are correcting the refund issue for you today to put the lock cut fee back onto your credit cardI do apologize for the confusion by the staffWe indeed will refund for services not renderedPlease except our apologizes with this mistake as we look to correct this immediately
Thank you,*** ***Compass Self Storage Staff

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have been trying to get the district manager to call me back to discuss how I can get so fees waived on my unit to keep it you see I am a stage four colon survivor and I have been ill I want to keep my storage but I can not afford all of the fees I am willing to pay some but to avail no supervisor has ever called me back

We have talked with Mr. [redacted] and understand his concerns. We didn't breach our month to month contract signed by Mr. [redacted]. Unfortunately we did not have his updated address that he moved to after storing his items. Therefore the letter sent out letting him know of the change 30days prior to that...

change taking effect, was not received. To provide the best possible customer service we have since taken his rate down and gave him a credit of the $40 he felt was fair to resolve the issue. Our customers are very important to us. Our priority is to resolve any issues as soon as possible.

Initial Business Response /* (1000, 5, 2014/09/22) */
Tenant was provided with a copy of their signed lease.
On the front page of our lease it states:
Late Fee: $20.00, plus applicable tax, if rent paid after five (5) days of due date.
Additional: An additional $25.00, plus applicable...

tax, if rent paid after fifteen (15) days of due date.
Lien Foreclosure Fee: An additional $25.00, plus applicable tax, if rent not paid within thirty-two (32) days of due date.
However, after discussing with the customer on the phone, account shows that this is their first time paying past due. We gave tenant the benefit of the doubt and waived the additional fee of $25.00.
We strive to help our tenants to avoid any late charges at all by providing reminder calls/emails, giving the option for invoices via mail/email, and offering our "no fee guarantee" policy by signing up for automatic payment.
We also have various options for payment to avoid fees on the account. We accept Cash, Credit/Debit, Check, or Money Order payments in the office, Credit/Debit card payments over the phone, and Online payments.
[redacted]
Manager
Compass [redacted] Storage, LLC-"We Make It Easier"
2556 Bernice Rd.
Lansing, IL XXXXX
(XXX) XXX-XXXX
www.compassselfstorage.com

[redacted] signed a month to month contract with us and at any given time she is able to leave the facility with a 10 day vacate notice. She is under no obligations to keep her items stored here. Our rates fluctuate and can change at anytime. Per stated in our contract should any changes...

occur we will mail notice 30days prior for you to adjust to that change. We have over 425 tenants that signed the same agreement as Roxie has signed and feel is she is this unsatisfied she is under no obligation to stay with us. At this time we feel this issue is closed.

In regards to Miss [redacted] complaint. She stopped in the office back in February 2018 to discuss the rate increase she received and had her letter with her that was mailed out in January 2018. I let her know I would discuss with my boss and get back to her on what we could or could not do about...

the amount of the increases. We did decrease the rates. She was called and made aware of the changes which would be effective in March/2018, because a new letter would not generate due to the change we made on the back end. As for the door issues and the critter in her space, these issues were never brought to the attention of management in the office to fix the doors or address the critter until this complaint was made two years after she rented her spaces. Out of the 350 units rented here I have not heard of any critters in any of these units. We also bait every single unit with critter poison. I have called and asked [redacted] to return my call so we can further discuss this complaint in order to completely resolve.Thank you,Keara K[redacted]General Manager

I put in a 30 day notice to move and they immediately took me out of the system. I was not able to access my own property.During this period I was forced to continue renting a unit there due to my job and being out of town. I had spent money on a truck, had my friends come from out of town, and attained a trailer to get my belongings and could not. I made a payment last month while I was apparently "not in the system" and now it seems to be lost and they want me to pay double. None of this is my fault and really they have caused me to be out money because of their error. I just want to pay what I owe and get my belongings but that seems to be a problem with a manager there that has been less than honest on several occasions. I am to the point where I think they are trying to get all the money they can out of me.Desired SettlementI want to pay for this current month put in my notice to be out by Feb 12th, 2014 and be done with this terrible place. I never have had a problem paying a late fee or what I owe but this has just gone too far I will not pay extra money to someone threatening me with the loss of my own possesions.Business Response Ms. [redacted] has rent due on the 12th of every month. According to [redacted] State Self Storage Lien Laws, we are required to overlock (deny access to the unit) after 5 days of non-payment. Prior to December's rent coming due, Ms. [redacted] made a payment on November 16 for October 12 and November 12 rent along with late fees. Our staff accidentally moved her out of the system on November 24th. Once this was noticed, we moved her back into the system on December 12. We did not receive the payment for December 12 and January 12 until January 13. Ms. [redacted] stated that she made a payment in December. We asked her to bring her receipt in for us to review since we do not have any records of a payment in December. She has failed to bring us proof of payment. Ms. [redacted] has been paying late for about a year, which explains the late fees on her account. To address the issue of not being able to access her unit during the period she was not in our system: Ms. [redacted] did make a late payment on November 16th, as mentioned above. We do have documentation of Ms. [redacted] trying to access her unit that evening and our staff did not remove the overlock because Ms. [redacted] did not replace the lock we cut (per [redacted] State Self Storage Lien Laws) when Ms. [redacted] went into foreclosure status in November. We did not want to leave her items unsecured. We do not have any documentation of Ms. [redacted] trying to access the facility after that with denial. We have an after hours call center that accepts phone calls and every call is recorded and an email is sent to the facility and myself with the customer name, unit number and concern. We value Ms. [redacted]'s business and would be happy to credit her account or refund her for December if she can show us proof of payment for December. If you have any further questions or concerns please feel free to contact me.[redacted]@compassselfstorage.comXXX-XXX-XXXX

We rented one of their stirage unit on July,20.2014. We vacated the unit on Aug.09,2014.We paid for 2 months in advance $97.00 with Credit Card at front time of renting the unit. On vacating the unit responsible person print me the receipt and told we will recive refund of $71.30 in 2-3 months.We visited the site twice, before Feb.2014 and till todate we have not received the refund !!! Meanwhile we emailed to them reminding for refund and received the return mail copy attached, shocked us and led to this complain.Product_Or_Service: Storage unit [redacted]Account_Number: Account # 1001392575Desired SettlementWe need to get our money back and appology letter for delay in refund.Business Response