Decatur Vein Clinic

To Whom It May Concern: Ms [redacted] rents from our U-STOR located at Meridian St I would like to first address her initial statements There was damage to her ceiling a year or two ago She requested to be present and we scheduled an appointment with our maintenance company to repair the damage with Ms*** The last rent increase on her unit was August 1st of in the amount of $per month This was not to cover the cost of damage but an increase to all units of that size Our rates are consistent on all units, we do not use on demand pricing, and the rate of her unit has not increased since We do not have a record of any interior insect spraying in the last year on the interior of her unit If we had needed to, we would have offered to schedule it so she could have been present as she was for the repairs We regularly spray for bugs on the exterior of the facility and upon move in and move out of each unit We never keep keys nor do we make copies of customer keys This is strictly against U-STOR policy Last, our office is handicap accessible and would be happy to furnish pictures upon request We do not however offer automatic garage doorsMs [redacted] called the facility to let them know her credit card expiration date was changing Victor, the store manager informed her of the policy in which she needs to sign a new formThis policy went into effect in April and is in place to protect our customers credit card information Ms [redacted] was very upset to learn she needed to come in, and was adamant that other companies were more than happy to change it for her over the phone While we appreciate the ease in which other companies make these changes and understand our policy might be somewhat an inconvenience, this is our policy and is meant to protect the customer Victor did explain to Ms [redacted] that he would go ahead and change the number and mail her the form with a self-addressed, stamped envelope to make the process as easy as possible, or she could come in at her convenience and sign it at a later date Ms [redacted] was not happy with either optionThe tenant Ms [redacted] came into the facility to fill out the form a couple of days after the phone conversation on April 18th She was extremely unhappy and voiced her irritation at length with Victor She made many comments eluding that the manager has issues with women and by the end of the conversation my manager felt extremely uncomfortable The store manager was so uncomfortable with the interaction he felt it necessary to ask permission to evict her It is worth mentioning that in six years Victor has never asked to evict a single customer in his 352-unit facilityMs [redacted] then contacted several other facilities including one on Michigan Road where she spoke to Kaylinn the store manager The first conversation lasted twenty minutes Kaylinn explained the policy was to have a signed form for all credit card changes but that she would often offer to mail the form to customers if it was just a change in expiration date or she would direct them to the online bill pay option Throughout the conversation, Ms [redacted] spoke at length in a derogatory manner regarding men to the point Kaylinn also felt extremely uncomfortable Ms [redacted] called her a second time in which the conversation lasted eleven minutes This conversation was similar to the first, and the store manager explained to Ms [redacted] she needed to speak with the corporate office I personally spoke with Ms [redacted] on April 27th She was very derogatory towards men in general and towards my store manager at Meridian I let her vent as I have found this is often the desired outcome I explained to her the credit card policy and that the reason she was being asked to vacate was due to her treatment of my employee She described Victor as being too sensitive While a certain amount of thick skin is important in a customer service position and all of my store managers are trained to handle complaints, I do not require them to put themselves in consistently uncomfortable or volatile situations In this instance, I stand behind my store manager and his request to evictIn order to resolve this situation to the satisfaction of both parties we are willing to pay a moving company to move Ms***’s belongings to a nearby competitor We hope this offer will be acceptable to Ms***

To Whom It May Concern: Ms. [redacted] rents from our U-STOR located at 8010 Meridian St.  I would like to first address her initial statements.  There was damage to her ceiling a year or two ago.  She requested to be present and we scheduled an appointment with our maintenance company to...

repair the damage with Ms. [redacted].  The last rent increase on her unit was August 1st of 2013 in the amount of $5 per month.  This was not to cover the cost of damage but an increase to all units of that size.  Our rates are consistent on all units, we do not use on demand pricing, and the rate of her unit has not increased since 2013.  We do not have a record of any interior insect spraying in the last year on the interior of her unit.  If we had needed to, we would have offered to schedule it so she could have been present as she was for the repairs.  We regularly spray for bugs on the exterior of the facility and upon move in and move out of each unit.  We never keep keys nor do we make copies of customer keys.  This is strictly against U-STOR policy.  Last, our office is handicap accessible and would be happy to furnish pictures upon request.  We do not however offer automatic garage doors. Ms. [redacted] called the facility to let them know her credit card expiration date was changing.  Victor, the store manager informed her of the policy in which she needs to sign a new form. This policy went into effect in April 2016 and is in place to protect our customers credit card information.  Ms. [redacted] was very upset to learn she needed to come in, and was adamant that other companies were more than happy to change it for her over the phone.  While we appreciate the ease in which other companies make these changes and understand our policy might be somewhat an inconvenience, this is our policy and is meant to protect the customer.  Victor did explain to Ms. [redacted] that he would go ahead and change the number and mail her the form with a self-addressed, stamped envelope to make the process as easy as possible, or she could come in at her convenience and sign it at a later date.  Ms. [redacted] was not happy with either option. The tenant Ms. [redacted] came into the facility to fill out the form a couple of days after the phone conversation on April 18th.  She was extremely unhappy and voiced her irritation at length with Victor.  She made many comments eluding that the manager has issues with women and by the end of the conversation my manager felt extremely uncomfortable.   The store manager was so uncomfortable with the interaction he felt it necessary to ask permission to evict her.  It is worth mentioning that in six years Victor has never asked to evict a single customer in his 352-unit facility. Ms. [redacted] then contacted several other facilities including one on Michigan Road where she spoke to Kaylinn the store manager.  The first conversation lasted twenty minutes.  Kaylinn explained the policy was to have a signed form for all credit card changes but that she would often offer to mail the form to customers if it was just a change in expiration date or she would direct them to the online bill pay option.  Throughout the conversation, Ms. [redacted] spoke at length in a derogatory manner regarding men to the point Kaylinn also felt extremely uncomfortable.  Ms. [redacted] called her a second time in which the conversation lasted eleven minutes.  This conversation was similar to the first, and the store manager explained to Ms. [redacted] she needed to speak with the corporate office.  I personally spoke with Ms. [redacted] on April 27th.  She was very derogatory towards men in general and towards my store manager at Meridian.  I let her vent as I have found this is often the desired outcome.  I explained to her the credit card policy and that the reason she was being asked to vacate was due to her treatment of my employee.  She described Victor as being too sensitive.  While a certain amount of thick skin is important in a customer service position and all of my store managers are trained to handle complaints, I do not require them to put themselves in consistently uncomfortable or volatile situations.  In this instance, I stand behind my store manager and his request to evict. In order to resolve this situation to the satisfaction of both parties we are willing to pay a moving company to move Ms. [redacted]’s belongings to a nearby competitor.  We hope this offer will be acceptable to Ms. [redacted].