Hometown Rentals Inc.

Review: Failure to communicate with me about a refund that I was told I would get. I should not have to call them about something that they said I would get. I fully looked through the contract and there is nothing that says I should not be able to receive a refund if someone takes my storage unit. After waiting for my refund in the mail for well over ten days I called them. They did not even have my address that I clearly wrote out for them the day they told me I would receive a refund. This tells me that they were never going to send it in the first place. They then told me that they would mail it the next day. A couple days later I got a call from the person that stole my storage unit tell me that the business was not giving me my refund. I should not have gotten a call from another customer telling me that I will not be receiving my refund. This was their job. I do not want to receive another call from the people that took my storage about this refund. If they did not want to give me the refund then they should have called themselves.

This was very unprofessional on their part to have them call me when they should have done it themselves. They avoid confrontation by pushing it off on their customers to do their work for them. This has given them a bad name for me and I will not be doing business with them again.Desired Settlement: The business should have called me and told me what was going on. A call from someone else does not make me think that the business I'm dealing with cares anything about their customers. I would still like my refund of course but this company has stand their ground that they do not want to loose out on any money. This company should have kept their promise to me and gave me my refund. Now since they told the person that took my unit that they will deduct it from their bill they should keep their promise to them, as well. Which means they will be losing out on this money all because they cannot keep their work to their customers. There was already an issue that someone stole my unit but they made it into another issue because they cannot keep their word. Other than that this is just information for the Revdex.com.

Business

Response:

Dear Revdex.com, Our company has been in business for over 30 years. We strive to treat all of our customers fairly and professionally. this complaintant has not told the entire story. [redacted] had rented a storage unit and pay the security deposit and one month rent on the unit. Another person had rented a unit in a nearby storage facility for her daughter and prepaid for the entire summer. The daughter got confused and moved into [redacted] empty unit. Our policy would be to find out who made the error and have them vacate the unit so [redacted] could move in. However, the girl offered [redacted] a switch and [redacted] agreed and asked for her name to be removed from the lease. the new tenant came in a signed a lease and said that she and [redacted] switched facilities and it would all work out because both units were pre-paid for 3 months.

Our office explained that [redacted] had only paid for one month, so the new tenant paid for the next two months and asked that [redacted] deposit and rent be applied to the unit. The mother sent a letter explaining the transaction and we though everything was fine. [redacted] called and demanded her refund, I research what the situation was and sent a note explaining everything. [redacted] called again and demanded a refund. The office staff contacted the new tenant and they asked if they could call [redacted] due to their making the arrangements between themselves and not involving our office. The new tenant explained everything and said that they were very upset that [redacted] had misrepresented the situation to everyone. Again, we thought everything was understood and taken care of by the parties involved. Then while on vacation, I find out that a complaint has been issued against the company.

Unfortunately, I was vacationing in an area without internet access and I was unable to respond until I returned just now. I do not feel as though we should refund anything to [redacted]. She is expecting to get 3 months storage completely free. It does not seem fair to any of the people involved. We only rent units for 1 month or longer and [redacted] contract for the storage unit spells that out. If I were to send a refund, she should only get the deposit even though she did not use the unit. I am willing to be fair and do what is needed to resolve this matter. It seems that [redacted] is taking great advantage of everyone in this circumstance. I assure you, we will never allow this situation to happen again. Sincerely, Judy Ramsey, President