EZ Storage

We have reviewed the Complaint Activity Report prepared by [redacted] filed on February 5, Please be advised that an allowance of $50,was given as a customer service courtesy and applied to [redacted] ’s account on February 5, If you have any questions or require additional information, please do not hesitate to contact usSincerely, ezStorage Corporation Jill *F [redacted] Vice President of Operations

Initial Business Response / [redacted] (1000, 7, 2015/12/01) */ At EZ Storage, we pride ourselves in following all state and local laws governing the auction process to the letterWe also have the utmost empathy for all tenants who unfortunately fall into auction statusThis is why we allow these tenants to enter into payment agreements to help prevent losing their belongings in auctionWhile payment agreements can slow the process, if a tenant does not pay by the agreed upon dates, they forfeit the agreement and the auction process is immediately completed In this case, the tenant entered into auction status for the third time since moving in a yearShe was well aware of the auction process, and the procedure for payment agreements On June 20, 2015, the tenant's unit went into auction status after a month delinquencyOn 7/16, the tenant entered into a payment agreement in which the first payment was due on 7/31/That payment was not received until 8/3/The next payment due on 8/15/was never received despite numerous calls and voice mailsOn 8/24/15, the auction process was completed and the unit released to the highest bidder for $The tenant account has a remaining balance of $

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The $is a pittance compared to the overages charged me by EZStorage I have a picture of the card they have on file indicating my correct telephone number They continued to call a phone that has long been out of use and had a recording that clearly said so They never called my correct # even though it had been in their reords since January 2015, and contend this is sufficient noticeMy billing screw up was because wsllet and credit cards were stolen EZStorage was the sole vendor I didn't notify because I rarely visit it Their overcharges could have been avoided in the largest part had they simply consulted their own recordsIn addition, even though I have informed on several occasions that they have mice (lots of droppings evident in my unit at least) they have done absolutely NOTHING, necessitating a report to the county health authorities Regards, [redacted]

I experienced very poor customer serviceAfter nearly a year and a half of having my belongings in their facility in WoodlawnMy lock was cut off my bin with only one call to notify meA call that I did not receive nor did the representative leave a voicemailI was later sent a letter that my lock was cut and I would need to purchase a new oneI asked if one could be provided since I did not provide authorization for the lock to be cutIn addition, I advised that it would be a good faith effort as I had been a customer for a whileThe customer service representative and site representative advised me that they would not provide a new lockI understand that they had to make sure my bin was secured but I checked the lock before leaving premises and it was lockedAccording to ez storage it wasn't locked by their standardsI plan to remove my belongings and I have indeed purchased a $lock from targetIt is unsettling that this company showed no good faith or effort to grant my request for a new lockThe facility is safe and staff are polite but loyalty to customers and efforts to resolve disputes is important in my bookThat service is not provided by this company

We have reviewed the Complaint Activity Report prepared by Ms*** *** filed on August 1, 2015.Please note that Ms*** was not the tenant at Woodbridge ezStorageThe storage unit referred to by Ms*** was rented to another individual via our standard rental agreement
constituting a legal and binding agreement between ezStorage and that tenant as an individual and on a personal basisIn addition, the individual who executed the rental agreement, initialed that he was not an active member of the United States Military.While I cannot give any details on the executed rental agreement for this individual or provide account details, I can provide some general information regarding this situation, Paragraph RENT of the rental agreement that all tenants of ezStorage sign, states in bold, underlined text:
If occupant does not vacate the unit and remove occupant's lock (pursuant to paragraph 18) on the last day of the month for which occupant has paid rent, occupant shall be required to parent for the entire succeeding monthWe consistently follow the terms of the rental agreement for all ezStorage tenants at all ezStorage locationsSincerely,
ezStorage Corporation
Jill LF*
Vice President of Operations

Initial Business Response /* (1000, 7, 2015/12/01) */
At EZ Storage, we pride ourselves in following all state and local laws governing the auction process to the letter. We also have the utmost empathy for all tenants who unfortunately fall into auction status. This is why we allow these tenants...

to enter into payment agreements to help prevent losing their belongings in auction. While payment agreements can slow the process, if a tenant does not pay by the agreed upon dates, they forfeit the agreement and the auction process is immediately completed.
In this case, the tenant entered into auction status for the third time since moving in a year. She was well aware of the auction process, and the procedure for payment agreements.
On June 20, 2015, the tenant's unit went into auction status after a 2 month delinquency. On 7/16, the tenant entered into a payment agreement in which the first payment was due on 7/31/15. That payment was not received until 8/3/15. The next payment due on 8/15/15 was never received despite numerous calls and voice mails. On 8/24/15, the auction process was completed and the unit released to the highest bidder for $69.00. The tenant account has a remaining balance of $275.20.

We have reviewed the Complaint Activity Report prepared by [redacted]...

filed on February 5, 2016.
Please be advised that an allowance of $50,00 was given as a customer service courtesy and applied to [redacted]’s account on February 5, 2016.
If you have any questions or require additional information, please do not hesitate to contact us.
Sincerely,
ezStorage Corporation
Jill *. F[redacted]
Vice President of Operations

[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The $50 is a pittance compared to the overages charged me by EZStorage.  I have a picture of the card they have on file indicating my correct telephone number.  They continued to call a phone that has long been out of use and had a recording that clearly said so.  They never called my correct # even though it had been in their reords since January 2015, and contend this is sufficient notice. My billing screw up was because wsllet and credit cards were stolen.  EZStorage was the sole vendor I didn't notify because I rarely visit it.  Their overcharges could have been avoided in the largest part had they simply consulted their own records.
In addition, even though I have informed on several occasions that they have mice (lots of droppings evident in my unit at least) they have done absolutely NOTHING, necessitating a report to the county health authorities.
Regards,
[redacted]

Review: [redacted], a child placing agency, has stored office furniture and equipment at EZ Storage for over 2 years. I originally opened the unit on behalf of the agency. Around August 2012, our office manager, went to the storage facility and moved the items into a smaller unit. She stated that they told her to sign a new contract. She believed she did it for the agency. A few weeks ago we realized we hadnt received bills for the unit. I called them and they said we were a few months behind and that they had sent notices to us. We never received the notices. I was told that the notices were returned to them. We verified the address but they claimed the letters were returned. Apparently the monthly notices ( email notices) were going to our office manager who was no longer with us. About a week prior to January 29, 2013, I spoke with the manger of the store about changing the contact information so we can promptly receive the invoices etc. She stated that I could come in at the end of the month, change the documentation and we would receive the "special" wherein we would not have to pay storage until March 1, 2013. On January 29, 2013, I went to the facility and was told I had to pay prorated fees unitl the end of January. I asked if my ED could come later and save the agency a few dollars because we had just paid excessive fees. In front of the 2 employees, I called my ED, She asked if she could do it on the 1st since she would be in the area. Both ladies said yes. One of the ladies even called the corporate office to see if the ED could sign the contract for the agency. The employee said that corporate said the ED could sign for the agency.Both ladies gave me the contract which I partially filled out in their presence to ensure it was done correctly. They told me I could give my ED a check for $37.00. I wrote the amount on the top of the contract. When my ED showed up on the 1st they told her she could not sign the contract for the agency and required $130.Desired Settlement: We want a refund and to close the unit but now they say we cant do anything because the unit is in the name of our previous office manager. They never once said that before. The district manager called me to state that all 4 people I and my ED previously spoke to were wrong in what they told us in how to handle the situation.The district manager was the person the store manager confirmed everything with prior to January 29, 2013.

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The response they have given is not what I was told by 4 different employees (facility staff, manager, corporate employee and district manager, several times by each!!) nor how I transacted business with them in the past 2 years. (same items, same storage). They have not produced an agreement stating the information they have given in their response. The contents of the storage belongs to [redacted] which is a foster care agency. These people have intentionally mislead us and are attempting to confiscate our office furniture. The address and telephone number on all information I have seen is the contact information for our office yet we have NEVER received a call or correspondence from them. When I realized we had not received information from them I contacted them to find out they were trying to auction our items. We paid them and asked them how to prevent that from happening again and also confirmed our address. Now they act like they dont know me or our agency. This is outrageous and the company is engaging in deceptive trade practices to steal our property, get additional money in fees etc. , and have our employees enter into agreements that arent what the employees of the facility say they are.

Review: There is an auction scheduled to sell my personal property on Monday, August 26th at 11:00 a.m. The issue at hand can cause health-related issues. I have been renting a storage unit for several months and have paid the fee as per lease contract. Furthermore, I had to pay an additional mandatory insurance premium of $11.00/month. I discovered that the facility had problems with rodents and this was not disclosed to me. My unit had mouse droppings all over the floor and on my personal property. I removed as many items as I could at one time. However, I have remaining items that I want to remove but have refused to pay additional rents for substandard conditions.

I asked the manager to provide me with information on filing an insurance claim and they refused stating that this damage would not be covered. I have also contacted this company's corporate office in [redacted], MD and they advised me that the law allows them to rent and maintain substandard storage units to the public, make the lease pay for insurance each month and then refuse to allow them to file a claim for damages.Desired Settlement: I want a "stay" on the upcoming scheduled auction (hopefully someone reviews this complaint prior), allow me to retrieve my remaining items with no further monies due this company. If items are damaged, I want a full refund of all the insurance premium payments I have made. Thanks

Business

Response:

August 28, 2013

Via Facsimile with Original to 10 follow U.S. Mail

Revdex.com of Metro Washington DC and Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

Re: Complaint ID #[redacted]

Dear **. [redacted]:

We have reviewed the above-referenced Complaint prepared by **. [redacted] and filed with your office on August 24, 2013.

On November 8, 2012, **. [redacted] executed a rental agreement (the “Agreement”) with us to rent unit 4104 at the ezStorage facility in [redacted], Maryland. Her signature acknowledged acceptance of all terms and conditions of her contract with us which we consider a binding legal agreement. Specifically, pursuant to Paragraph 5 LIEN of the Agreement, as acknowledged by **. [redacted] initials upon execution of the agreement, the bold, capitalized text at the top of page states “OWNER HAS A LIEN ON ALL PERSONAL PROPERTY STORED IN THE UNIT FOR RENT, LABOR OR OTHER CHARGES (INCLUDING ALL COSTS OF ENFORCING THE LIEN). UPON ANY DEFAULT BY OCCUPANT, OWNER MAY ENFORCE ITS LIEN BY SELLING THE PROPERTY WHICH IS STORED IN THE UNIT. OWNER WILL SELL THE STORED PROPERTY IF RENT BECOMES 60 DAYS DELINQUENT**. My review of this account and all related documentation and correspondence showed that the contents of **. [redacted]’ storage unit were appropriately sold at auction on August 26, 2013 pursuant to the terms of the rental agreement and pursuant to §18-501 of the Maryland Self Storage Act.

Regarding **. [redacted]’ claim that she did not pay her account due to the rodent damage to her personal property, at no time during her tenancy did **. [redacted] ever notify us of a rodent issue with her unit. In fact, **. [redacted] would have had several opportunities to bring her allegation to our attention given we spoke to her in various attempts to collect the outstanding balance due us. The account notes (attached) of our conversations with **. [redacted] in the several times we spoke to her about her delinquent account and the impending auction do not reveal any concern about rodent damage. In fact, our contemporaneous notes indicate that **. [redacted] was aware of the impending auction and was attempting to obtain the funds to pay the delinquent amount prior to the auction. In addition, pursuant to the Maryland Self Storage Act, we are required to view and photograph the contents of the unit prior to the auction which we did several weeks in advance of the auction. We saw no evidence of rodent damage when the lock was cut nor

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did not receive the full response together with copies of photographs that they took prior to the sale. They claimed to not see any proof of rodent droppings but the manager placed mouse traps in this unit!!!! However, at this point, this complaint is mute as my property has already been sold. I would like to know how much they sold this unit for and if the buyer left any personal items of mine behind? There was a large, framed picture of my grandfather/uncle in his WWII uniform that I would like to have returned if it is possible to contact the purchaser. This has been the worst experience I have ever had using public storage facilities and I will spread my distain on social media outlets to warn others.

Regards,

Business

Response:

September 4, 2013

Sep 4 2013 10:13am P001/001 PAGE 01/01

8321 Snowden River [redacted]way Cplumbla, Maryland 21045

phgne: 443-539^3000

toll free: 877-GO STORE

fax; ###-###-####

www.eistorage.com

Via Facsimile with Original to to follow U.S. Mail

Anita [redacted]

Revdex.com of Metro Washington DC and, Eastern Pennsylvania 1411 K Street, NW, 10th Floor Washington, DC 20005-3404

Re: Complaint ID #9681287

Dear **, [redacted]:

We have reviewed the response for the above-referenccd complaint prepared by **. [redacted].

Per the terms of the ezStorage rental agreement and the Maryland Self Storage laws, **. [redacted]5 unit referenced above was sold at public auction on August 26, 2013. At the time of the auction, the unit was paid through May 31, 2013 and had a balance of $395.20. The auction of this unit yielded $175,00. The remaining balance due of $220.20 was forwarded to our collections agency, [redacted] (###-###-####),

If you have any additional questions, please do not hesitate to contact us.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: My loss was greater. This unit was in substandard conditions with rodents. I will not pay anything further. I should have been able to file an insurance claim for the damages. I paid rents and insurance premium for months and still ended up losing my contents.

Regards,

Business

Response:

See attachment or check attachment tab.

Consumer

Response:

[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 Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I have a copy of the contract. They make renters pay a monthly insurance premium that does not cover ANYTHING - it is (was) a waste of money. Apparently, this storage facility is not required by law to maintain clean facilities. They are allowed to lease substandard storage facilities and yet if a renter complains or tries to file a claim for damages, they can waive their contract, deny a claim and sell renters' personal property. I should be reimbursed for having to pay for a bogus insurance policy that provides no real property for the renter!

Regards,

Review: I received an invoice from this company at the end of May. I mailed a check with payment in full on June 3. I received a letter stating that my account was in arrears on July 8. I have called both the corporate office and the local affiliate trying to find out why my check has not been cashed and both offices have told me that it must have been lost in the mail. I offered to pay the amount due in full if the late fees were waived, stating that I have the check here with the June 3 date. The people I spoke with told me that it was not their fault that they didn't receive the check, and that I am taking a risk by remitting payment through the mail. They have refused to waive late fees.Desired Settlement: I would like to the late fees that have been applied to my account to be waived. I'm happy to pay the regular balance in full.

Business

Response:

See attachment or check attachment tab.