HomeVestors

Complaint: [redacted]
I am rejecting this response because:This business has deceptive business practices and DID NOT SAY to the tenant that they would charge an additional THREE HUNDRED DOLLARS for an emptied storage space after requesting AND RECEIVING A SIGNED WRITTEN NOTICE FROM THE TENANT stating the unit will be vacated on the date agreed.  This deceptive business simply called and left a message on the tenant's phone that they have called.  At that time, they could have made the effort to ACTUALLY CONTACT the tenant but did not.  Because if they had actually contacted the tenant, they would not have been able to deceive the tenant and bilk him out of THREE HUNDRED DOLLARS FOR NOTHING!!!!!!!!!!!!!!!!!!!!!!!!!!THEY ARE STEALING THREE HUNDRED DOLLARS FOR NOTHING!!Their books should be investigated to see how many times they have successfully pulled off this stunt on other tenants. My guess is ALOT!It's time for this deceptive business to have the giant spotlight put on them so they are no longer successful in ripping off the people of Hawaii.
Sincerely,
[redacted]

We apologize for the mistake.  It is never our intent to be out of communication with current or past tenants.  After each auction, we assign the outstanding balance to a third-party collection agency.  Their efforts are proprietary so we truly appreciate this issue being brought back...

to our attention.  We will contact the collection agency and advise them to stop all collection efforts.  We consider the account closed with no payment due.Please contact Hawaii Self Storage at [redacted] if third-party collection efforts on behalf of Hawaii Self Storage continues.We apologize for the inconvenience and wish you all the best.Sincerely,Tony G[redacted]Hawaii Self Storage[redacted]6

We empathize with the frustration of the situation.  We stand by the language of the lease and the decision of the insurance company.  However, we are willing to make a business decision to reimburse the customer a total of $335.08 for the rental months of April 2017 and May 2017. ...

Our records show that June 2017 was already reimbursed.

Hawaii Self Storage, similar to most storage operators, rents units to individuals.  We cannot assume that every relationship, whether it be spousal or business related, is the same.  In general, we would only respond to the individual who signed the lease in order to protect...

the tenant's privacy. 
We rent units on a month to month basis.  Rent is due on the 1st of each month for the entire month.  As a benefit to our tenants, we do allow for a pro-rated refund if the tenant moves out of their unit by the 15th of the month.  Otherwise, after the 15th, full payment would be due.  On the 17th of September, the tenant ([redacted]) was contacted by our office letting him know that his account was still pending as the move-out procedures were not completed.  Once [redacted] was contacted, our office made an exception to charge his account for only the dates of 9/1-/9/17 (in lieu of the full month's charge of Sept or $527.57)
Our office charged the [redacted] card ending in [redacted] $298.95 for the 9/1-9/17 dates.  We consider this case closed and in good standing.

Complaint: [redacted]
I am rejecting this response because: This is not just compensation for what I have lost. Also since The boat was stolen from Hawaii Self Storage's lot on May 19th and I was not using the space and they knew the situation I don't consider Hawaii Self Storage not charging me for the month of June to be a reimbursement.The Following is a complete copy of the email I sent to [redacted] the insurance carrier for Hawaii Self Storage: Good Afternoon [redacted], Thank you for talking with me this afternoon. Concerning claim # [redacted] On Sunday May 28, 2017 around 2:00 pm I stopped by Hawaii Self Storage at [redacted] St, in Mililani to check on my boat. It was then that I noticed the boat was missing. I confirmed with the gentleman working the desk that they had not moved it and that it must have been stolen. The police were then called and a report was written up by Officer [redacted] from the Wahiawa Station. Report #[redacted]. Detective in charge of the investigation is Officer [redacted]. Since the day the theft occurred was on a Sunday and the following day was the Memorial Day holiday Hawaii Self Storage started reviewing the surveillance video on Tuesday May 30, 2017. While reviewing the video [redacted] confirmed that on May 19 at 12:15pm an olive green [redacted] was seen entering the gate of Hawaii Self Storage and 4 minutes later exiting the gate with my boat in tow. (Yes, I did have the coupler on the trailer locked and in the closed position.) This was not the first theft occurrence that happened to my boat at this facility. Two months earlier I noticed that the boats cabin had been broken into and a few items were stolen from inside. These included the key to the ignition, flare gun and handheld safety flares and a high-power flashlight. There also were signs that the thief(s) had unsuccessfully attempted to remove a CB radio from its mount. A police report was filed. Sorry I do not have the report number but if you would like it I should be able to get it from Officer [redacted], or Hawaii Self Storage should have it on file. Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:In an earlier email we already established that my address was not updated. My distress comes with Hawaii Storage claims they called me 5 times before auctioning off my storage unit that I paid for for two years. After checking my phone records, I did find a call from Hawaii Storage, ###-###-#### on 5/6/16 to my Hawaii phone, [redacted] Due to more pressing health matters and having something from my home of 22 years, I kept my same phone number. I felt sure that what happen on 5/6/16 was the reason I kept my number. I thanked the person from Hawaii Storage that called to let me know that my payment did not go through.  Then I gave another payment option. Because I did not hear back from Hawaii Storage I felt my storage unit was safe and the new payment went through. I set up all my bills this way so I wouldn't have to worry while going through treatments. This is why I really appreciated the call I received from Hawaii Storage. Attached is a copy of the incoming call on 5/6/16.  I have copies all the way to and including August 2016. I will provide these copies to you upon request. Please send me copies of phone records showing the 4 remaining calls made to me from Hawaii Storage phone ####-###-####, so I can let this go but, until you show me proof I will continue to feel as though Hawaii Storage dropped the ball and I am the one who lost my priceless possessions and I don't mean the material items, I mean personal keepsakes that have probably been discarded as trash.
Sincerely,
[redacted]

[redacted] 
[redacted]
[redacted]
[redacted] Revdex.com of Honolulu,      I would like to begin a complaint process on Hawaii Self Storage....

 As you can see from the messages below, I am being fraudulently charged for occupancy of a storage unit (Unit [redacted]) at the [redacted] location.  I have been told, in person, and over the phone, that they cannot give refunds.  I also inquired why I was charged a full month when I properly notified them that I was moving out only 6 days into the month of June.  I was also charged for a full month in July and I had already moved from Hawaii and was living in Alabama.  Today, I received another notice I was being charged for August, and that I will have late fees assessed.  I have spoken to Hawaii Self Storage on numerous occasions reference this matter, and I have been more than accommodating to their process timeline.  But it has gone nowhere, and I have not been able to speak to a manager.  I called them last night, out of the blue, to check on the refund status, and to also make sure I was not going to be charged for August, and I was assured "absolutely not Mr. [redacted], you will not be charged for August, and I will look into why you were charged for July, and the status of your refunds.  We will call you back before 5pm (Hawaii time) today, is that ok?"  I said yes, but I never got a call back.  I then got a charge statement today.Respectfully, [redacted]

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.
Sincerely,
[redacted]

With all sincerity, we empathize with your loss of personal items.  We have no control over what each of our tenants choose to store in their rented unit.  Our self storage industry applies rental charges to a tenant based on the size of the unit, and not the perceived value of items in the unit.  We are not in a position to discuss the value of your items that were auctioned after 90 days of non payment since we do not take inventory of your items at any time in the self storage agreement.  We recommend connecting with your insurance agent.  It is possible that your homeowners insurance policy had provided protection for personal items stored at a self storage facility.  In summary, Hawaii Self Storage acknowledges the unfortunate situation and wishes that our correspondence were in a more favorable light.  Best wishes.

We apologize for the confusion.  In the short moments after the complaint was submitted, our office manager and the respective tenant have resolved the matter. 
With Aloha,
Tony G[redacted]
[redacted]