CubeSmart

Revdex.com Attn: [redacted]Revdex.com serving Metro Washington DC & Eastern Pennsylvania
RE: ID Number: #[redacted]
class="MsoNormal" "text-align:justify">Dear [redacted]:I am sending this letter in response to the Customer complaint described above Our Customers are very important to us and we make every effort to provide a positive experience for our Customers
We would like to extend our sincere apologies to [redacted] for any negative experience he may have suffered at our facility Please know that we have investigated the claims in the letter and we do not agree that the Customer should be reimbursed his moving expenses to another facilityOur records indicate that the rate increase notice was sent through our Customer Center with the required day notice and a copy of the notice is in the Customer's fileRecognizing the inconvenience the Customer feels he endured, as a courtesy, we are offering a credit of his last month's payment with CubeSmart to his credit cardIf the Customer is accepting of this offer, we welcome the Customer to reach out to our District Manager, Milt C[redacted], who can work with him to apply the credit Thank you for your timePlease do not hesitate to contact me with any questions or concernsSincerely,
Dana J[redacted]Communications and Social Media AssociateCubeSmart

Revdex.com Metro Washington DC &
Eastern Pennsylvania
Attn: [redacted]
"text-align:justify">
RE: Case No: #[redacted]
Dear [redacted]:
I
am sending this letter in response to the Customer Complaint described
above. Our Customers are very important
to us and we make every effort to address and resolve our Customer's claims and
concernsWe empathize with the Customer for any
negative experience she may have encountered, and our teammates have worked
with [redacted] to resolve her issue and clarify any confusion that may have arisen during interaction with our teammatesWe are pleased to be able to offer the Customer a partial refund of rental fees for the inconvenience she experienced.
As such, CubeSmart considers this matter closedWe
sincerely hope that this experience will not impede her future business with
our companyIf you have any questions or require any additional
information, please do not hesitate to contact me
Sincerely,
Dana
J[redacted]
Communications
& Social Media Associate
CubeSmart
Direct
Dial: [redacted]
www.cubesmart.com | Email Account: [redacted]@cubesmart.com

[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.]
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. 
Regards,
[redacted]

January 11, 2016
Revdex.com serving Metro W[redacted] DC
& Eastern Pennsylvania
Attn: [redacted]
 RE:          Case #: [redacted]
Dear [redacted]:
 I
am sending this letter in response to the Customer Complaint...

described
above.  Our Customers are very important
to us and we make every effort to provide a positive experience to our
Customers. We would like to extend our sincere apologies to [redacted]
for any negative experience she may have suffered at our facility.  Please know
that we have investigated the claims in the letter and have reached out to the
Customer via phone to explain the lease agreement. 
CubeSmart was maintaining an existing contract that was
made prior to CubeSmart management. We dispute the claims in the complaint as they
relate to the terms of the rental agreement as stated by [redacted]. However, we
do recognize that the Customer experienced confusion and had the Customer been
in contact with our team sooner, this could have been alleviated.  As a courtesy, our District Manager, Eric
W[redacted], can help to further address the issue and work with the Customer to
credit her account in the amount of $74.70 – the amount she requested in her
complaint.
 We welcome the Customer to reach out to return Mr.
W[redacted] so that this matter may be closed.  Thank you for your time. Please
do not hesitate to contact me with any questions or concerns.
Sincerely,
Dana J[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: nobody called me. In fact I called the district manager and left messages with the day and time I called. When I couldn't reach the district manager I called the 800 number and was told that he would contact me. They told me that I could leave him a message if I called him and he would return my call.
Regards,
[redacted]

Dear [redacted],[redacted] and District Manager Jerry F[redacted] have been in contact and it is our understanding that a resolution was achieved. We will follow up with the District Manager, but also encourage [redacted] to reach out to him directly for further information.Sincerely,CubeSmart

Dear [redacted], I am writing in response to complaint #[redacted]. Our Customers are very important to us and we make every effort to provide a positive experience to our Customers. We would like to to extend our sincere apologies to [redacted] for any negative experience he may have...

experienced at our facility. After investigating this matter further, we discovered that [redacted] is listed as a secondary person on the account and was not informed of a resolution already made between CubeSmart and the primary account holder, his mother. Our district manager, Sarah R[redacted], had already been in contact with the Customer prior to [redacted] submitting this complaint. As a a courtesy, Ms. R[redacted] agreed to waive half of the lien fee. [redacted]'s mother accepted the terms.As such, we consider this matter closed.Sincerely,Cuebsmart

RE: Complaint ID #[redacted]Dear [redacted]I am sending this letter in response to the customer Complaint described above.  Our Customers are very important to us and we make every effort to provide a positive experience to our Customers.  We would like to extend our sincere apologies to Mr....

Drewry for any negative experience he may have suffered at our facility.  CubeSmart acquired the former [redacted] location at [redacted] in East Walpole on June 2, 2016. During the typical acquisition data transfer from the former owners, the data for all current auto-pay Customers did not carry-over.Aware of this, CubeSmart used the provided list of affected Customers and gave all a good faith credit for rent paid prior to acquisition to ensure their accounts were made current, as well as those Customers affected with pay-thru-dates (PTD) occurring immediately after the acquisition. Unfortunately the list of auto-pay Customers we were provided by the former owners was incomplete.Regarding [redacted]’s account, we have credited him the $12.95 spent on fees and also added a $25 Customer service credit for his inconvenience. [redacted]’s assertion of “failure to notify of ownership change” is inaccurate as we are still within our 30-day notification window and expect formal notification to occur within the time-frame permitted for this transaction.Every Customer’s account will continue to be managed under the terms of the pre-existing lease with [redacted] until verification of said information is confirmed. We consider this matter closed and suggest [redacted] reach out to the store management team should he have any additional questions about his account.Sincerely, Dana T[redacted]Communications & Social Media AssociateCubeSmart

[redacted]I am sending this letter in response to the customer complaint described above.  Our customers are very important to us and we make every effort to provide a positive experience for our customers.  We would like to extend our sincere apologies to [redacted] for any negative...

experience he may have suffered at our facility.  We understand our District Manager [redacted] has been in direct contact with [redacted] about this issue and they have come to a resolution that is satisfactory to [redacted].We apologize for any inconvenience he may have endured. Sincerely,CubeSmart

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:I called and spoke with [redacted] and was told there was nothing they could do.  I was referred to the store that the rented the [redacted] from, but they have not responded to messages.  [redacted] intentionally rented a truck they knew was damaged and is now trying to pass the buck and tell me to do what I have have already done.Regards,
[redacted]

RE: Case ID # [redacted]Dear [redacted],The purpose of this letter is to respond to the above Customer complaint.  We apologize for any difficulties this Customer may have encountered at the Property.  Please know that we have investigated the claims in the letter and we are not able to...

see that the Customer was charged any lien fees.  [redacted] spoke with our District Manager on July 29 and was advised that his storage unit was not in lien status at that time and there was no fee to waive. The unit was slated to be placed into lien on August 3 and we informed him that as a courtesy we would delay adding the unit into lien. Upon review of his account last week, District Manager Sue K[redacted] tried to contact the Customer on August 7. At this time, the lien that was due to be added on August 3 is still on hold and has not been added to the account. The account is not in lien and their are no fees to be waived. We welcome the Customer to reach out to the District Manager to discuss the account further. Thank you for your time.Sincerely,Dana J[redacted]Communications and Social Media Associate

RE: Case ID [redacted]
Dear [redacted]
I am sending this letter in response to the Customer complaint described above.  Our Customers are very important to us and we make every effort to provide a positive experience to our Customers.  We would like to extend our sincere apologies to...

[redacted] for any negative experience she may have suffered at our facility.  Please know that we have investigated the claims in the letter and have been in touch with the Customer. Our District Manager, Steve E[redacted], addressed the issue stated in the letter and agreed with the Customer. There was a misunderstanding and the Customer does not owe any amount to us at this time.  We consider this matter closed.  Thank you for your time.Please do not hesitate to contact me with any questions or concerns.Sincerely,Dana J[redacted]Communications and Social Media AssociateCubeSmart[redacted] 
[redacted]  [redacted]

To whom it may concern,I am writing in response to the customer complaint described above. Our customers are very important to us and we make every effort to address and resolve our customer’s claims and concerns. We would like to extend our sincere apologies to Ms. McClease for any negative...

experience she may have suffered at our facility. We have been in touch with Mrs. [redacted] about this issue and confirmed that Mrs. [redacted]'s account was charged multiple times in error. Mrs. [redacted] confirmed that funds were credited back to her account on Wednesday, Nov 16. As a courtesy and to accoutn for any distress this error may have caused, a credit was applied to her account as a gesture of good faith in customer service. All customers whose accounts were affected were notified of the issue and credited back the money charged in error. As such, we condieer thsi matter closed.Sincerely,CubeSmart

Dear [redacted]:
I am sending this letter in
response to the Customer Complaint described above.  Our Customers are very important to us and we
make every effort to address and resolve our Customer’s claims and
concerns.   We sincerely apologize for the technical issues...

that our Customer experienced on the website and upon move in.  Our District Manager has reached out to [redacted] to resolve his concerns and we hope that [redacted] continues to utilize our services and self storage facilities in the future.   We appreciate the feedback and the opportunity to improve upon our services.Thank you.Sincerely,Suzanne S[redacted], RPParalegal for CubeSmart[redacted]Malvern, PA [redacted]@cubesmart.com

Revdex.com Metro Washington DC & Eastern Pennsylvania
Attn: [redacted]
 
RE:          Case No: [redacted]
 
Dear [redacted]:
I am sending
this letter in response to the Customer Complaint described above.  Our Customers are...

very important to us and we
make every effort to address and resolve our Customer’s claims and concerns.We empathize with the Customer for any
negative experience she may have encountered, and our teammates have worked
with [redacted] to resolve her insurance claim. As a
courtesy, we contacted The [redacted] Insurance Company to request that they
honor the Customer’s claim and they have agreed to do so.  The customer should continue to work with our
store teammates throughout the claims process.As such, CubeSmart considers this matter closed. We sincerely
hope that this experience will not impede her future business with our company
and we apologize for any inconvenience she may have incurred.
If you have any
questions or require any additional information, please do not hesitate to
contact me.
Sincerely, 
Dana J[redacted]
Communications & Social Media
Associate
CubeSmart
Direct Dial: ###-###-####
www.cubesmart.com
| Email Account:  [redacted]@cubesmart.com

Dear [redacted],I am sending this letter in response to the customer complaint described above.  Our customers are very important to us and we make every effort to provide a positive experience for our customers. We would like to extend our sincere apologies to Ms. McClain for any negative...

experience she may have suffered at our facility.  However, all problems and complaints in this matter should be directed to UHaul's complaint line at ###-###-####, option *.Sincerely, CubeSmart

Dear [redacted],I am sending this letter in response to the customer complaint described above.  Our customers are very important to us and we make every effort to provide a positive experience for our customers. We would like to extend our sincere apologies to [redacted] for any negative...

experience she may have suffered at our facility.  We have looked into this matter further and our team's daily inspections of locks on units showed that there was a lock on her storage unit, [redacted], through February 11, 2017, when the autopay went through. We value [redacted]'s patronage and as a courtesy we have applied the credit for that last month's rent on unit [redacted] ($71) to her other storage unit at this location, unit [redacted].Our District Manager, Duane S[redacted], has attempted to reach out to her to discuss the matter and has yet to receive a return phone call. If [redacted] has any questions or requires any additional information,she should reach out to District Manager S[redacted] or our store team.Sincerely,CubeSmart

Dear [redacted],I am sending this letter in response to the customer complaint described above.  Our customers are very important to us and we make every effort to provide a positive experience for our customers. We would like to extend our sincere apologies to [redacted] for any negative...

experience he may have suffered at our facility.  We understand our District Manager Jerry F[redacted] has been in direct contact with [redacted] about this issue and they have come to a resolution that is satisfactory to [redacted]. We apologize for any inconvenience he may have endured. Sincerely,CubeSmart

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:It does not address the desired outcomes I listed in my initial complaint. As well, Cubesmart was aware of the issue before the unauthorized charges were made and rejected several opportunities to treat the matter with any urgency or disclosure to protect the customer. I spent several hours resolving the issue with my banking institution which required blocking Cubesmart from making further charges and reissuing my credit card. 
The credit that Cubesmart is referring to is 65.00 which represents a half month rental adjustment. It was a small gesture but not in any way consistent with the inconvenience and preventable financial hardship that I incurred. 
Regards,
[redacted]

RE: Complaint ID: [redacted]Dear Ms. [redacted]:I am sending this letter in response to the customer complaint described above.  Our customers are very important to us and we make every effort to provide a positive experience for our customers.  We would like to extend our sincere apologies to...

[redacted] for any negative experience he may have suffered at our facility. Our team took a deeper dive into this issue and found that a payment he made had been credited to the wrong account. We have spoken with [redacted] about the issue and the two late fees and the auction fee have been waived. The correction has been made on his account. We understand [redacted] is happy with the resolution.Sincerely,CubeSmart