East & 32 Mini Storage

When the customer called us on 1/18/to demand a refund, they stated that they had mailed both the vacate form and key to us back in December of East and Mini Storage never received the vacate form and key that the complaint referencesWe have no record of the client request for move out, nor was the customer able to provide proof of mailing or a copy of the form submitted The customer never called to make sure that both were received by us since they were sent in the mailOur policy is that to be moved out, the lock (which belongs to the customer) needs to be removed from the unit by the customer, otherwise we cannot access the unit to prepare it for the next renterAs far as the months of charges, the customer was signed up for convenient auto-billing, which we will only be prompted to stop if we receive a move out form, which we did notThe unit remained from December to January locked and unfortunately, there was no way for us to know that it was supposed to be moved outThe tenant did not move out according to policy, left the unit locked (we do not maintain keys for customer locks), and didn't follow up in a reasonable time, thereby preventing the unit to be rented to others We hold the customer responsible due to these circumstances and determined a refund was unwarranted

When the customer called us on 1/18/17 to demand a refund, they stated that they had mailed both the vacate form and key to us back in December of 2015. East and 32 Mini Storage never received the vacate form and key that the complaint references. We have no record of the client request for move...

out, nor was the customer able to provide proof of mailing or a copy of the form submitted.  The customer never called to make sure that both were received by us since they were sent in the mail. Our policy is that to be moved out, the lock (which belongs to the customer) needs to be removed from the unit by the customer, otherwise we cannot access the unit to prepare it for the next renter. As far as the 13 months of charges, the customer was signed up for convenient auto-billing, which we will only be prompted to stop if we receive a move out form, which we did not. The unit remained from December 2015 to January 2017 locked and unfortunately, there was no way for us to know that it was supposed to be moved out. The tenant did not move out according to policy, left the unit locked (we do not maintain keys for customer locks), and didn't follow up in a reasonable time, thereby preventing the unit to be rented to others.  We hold the customer responsible due to these circumstances and determined a refund was unwarranted.

Review: I was rent unit's at this storage place. I got a little behind. then I found another place where I can sale out of easier. I told the cleck about what I was going to do. he got mad. after I moved out of the one he lock me out of the other one with out giving me a written notice. I have pills, personal paper work, out court paper work plus I have stuff to a friend he need back. asap with this I want this man arrest fined for a eillegal lock out. plus he tell me I have to pay off the other unit first. need help fast. pleaseDesired Settlement: I want the guy to do is job right and give out write notice. or have him arrest he has lock my other unit out 3 time with out any warning. he does not now the laws .. I need to get my pill and my stuff out. this weekend.

Business

Response:

It is unfortunate when we have to lock a tenant's storage unit due to delinquent payments. According to our contract, we over-lock (lock out) tenants whenever payments are received 14 or more days delinquent. For a tenant to regain access to their unit they need to pay their balance in full; this in in accordance with the California Self-Service Storage Facility Act, Sections 21702 and 21703. We were able to work things out so that Mr. [redacted] was ableto receive temporary and limited access to his storage unit so that he could access his pills and personal paperwork before we imposed a Lien; however, toregain full access, it is required that Mr. [redacted] pays his past due balance, late fees, and the imposed Lien in full. Written notice of the imposed Lien was sent to Mr. [redacted] via first class mail notifying him of his past due balance, late fees, and Lien.