Iron Gate Storage

To whom it may concern, I would like to start by apologizing for any inconvenience. I am sorry Mr. [redacted] feels that we use "misleading advertising tactics" It is not our intent at all. We have a new website that just came on-line and it has a little glitch. We also have a... call center that books reservations. We have noticed that on-line reservations and our call center can not see notes placed next to our units in our management software, such as "do not rent needs repair". This leads to reservations on units that should be unavailable. We are taking steps to correct this issue. It is true that sometimes there is user error involved as well, meaning an accidental reservation at the wrong location by mistake. I am not saying this is the case for Mr. [redacted] , but it does happen. The $10 reservation fee is applied at the time of rental and goes toward the rental charge, so if your reservation is not found at a facility we have no way to verify this. I did not read in the complaint that Mr. [redacted] printed off and brought in his reservation page, this would have cleared up any doubt as to where the reservation was made for and the $10 reservation fee. I would be more than happy to refund the $10 reservation fee if Mr. [redacted] is willing to supply a bank or credit card statement showing this line item. Thank you for bringing this to our attention. Sincerely, Curtis W [redacted] District Manager Westport Northwest Management 360-921-7979 C 360-253-5863 O 360-253-5864 F

To whom it may concern:Our policy is as follows:RENT: Occupant shall pay Operator as a monthly rent, without deduction, prior notice, demand or billing statement, the sum of $ per month in advance on the first day of each monthIf the terms of this Rental Agreement shall commence other than on the first day of a month, Occupant shall owe a pro rate portion of the first month's rentHowever, Occupant shall pay, in advance, at least one full month's rent, and Occupant understands and agrees that under no circumstances will occupant be entitled to a refund of the first full month's rentAny rent paid in excess of that owed for the first month shall be credited to rent payable for the month immediately followingWith respect to any month-to-month tenancy, the monthly rent may be adjusted by Operator effective the month following written notice by Operator to Occupant specifying such adjustment, which such notice shall be given not less than thirty (30) days prior to the first day of the month for which the adjustment shall be effectiveAny such adjustment in the monthly rent shall not otherwise affect the terms of this Rental Agreement and all other terms of this rental Agreement shall remain in full force and effect.We are not required to refund the first full month of rent by any meansI spoke to our resident manager Don Jones however, and decided to refund [redacted] $in good faithI let Don know and he communicated this to [redacted] [redacted] stated that she wanted us to refund her money back to her Amex card and Don let her know that he was unable to do thisOur managers do not have the ability to do soOur policy concerning refunds is to mail any refunds to the customer in the form of a check [redacted] did not want to wait for it to come in the mail so she stated that she would pick it up at the rental officeThe same day she agreed to pick it up she called back and demanded that we refund it to her Amex and if not would contact the Attorney General [redacted] has a check waiting for her in the rental officeIf [redacted] would prefer we can mail it to her at our expenseThank youCurtis W***District ManagerWestport Northwest Properties

To whom it may concern:Our policy is as follows:3. RENT: Occupant shall pay Operator as a monthly rent, without deduction, prior notice, demand or billing statement, the sum of $<Tenant.RentalRate> per month in advance on the first day of each month. If the terms of this Rental Agreement...

shall commence other than on the first day of a month, Occupant shall owe a pro rate portion of the first month's rent. However, Occupant shall pay, in advance, at least one full month's rent, and Occupant understands and agrees that under no circumstances will occupant be entitled to a refund of the first full month's rent. Any rent paid in excess of that owed for the first month shall be credited to rent payable for the month immediately following. With respect to any month-to-month tenancy, the monthly rent may be adjusted by Operator effective the month following written notice by Operator to Occupant specifying such adjustment, which such notice shall be given not less than thirty (30) days prior to the first day of the month for which the adjustment shall be effective. Any such adjustment in the monthly rent shall not otherwise affect the terms of this Rental Agreement and all other terms of this rental Agreement shall remain in full force and effect.We are not required to refund the first full month of rent by any means. I spoke to our resident manager Don Jones however, and decided to refund [redacted] $210.00 in good faith. I let Don know and he communicated this to [redacted] stated that she wanted us to refund her money back to her Amex card and Don let her know that he was unable to do this. Our managers do not have the ability to do so. Our policy concerning refunds is to mail any refunds to the customer in the form of a check. [redacted] did not want to wait for it to come in the mail so she stated that she would pick it up at the rental office. The same day she agreed to pick it up she called back and demanded that we refund it to her Amex and if not would contact the Attorney General. [redacted] has a check waiting for her in the rental office. If [redacted] would prefer we can mail it to her at our expense. Thank youCurtis W[redacted]District ManagerWestport Northwest Properties

To whom it may concern,
 
I would like to start by apologizing for any inconvenience. I am sorry Mr. [redacted] feels that we use "misleading advertising tactics" It is not our intent at all. We have a new website that just came on-line and it has a little glitch. We also have a...

call center that books reservations. We have noticed that on-line reservations and our call center can not see notes placed next to our units in our management software, such as "do not rent needs repair". This leads to reservations on units that should be unavailable. We are taking steps to correct this issue. It is true that sometimes there is user error involved as well, meaning an accidental reservation at the wrong location by mistake. I am not saying this is the case for Mr. [redacted], but it does happen. The $10 reservation fee is applied at the time of rental and goes toward the rental charge, so if your reservation is not found at a facility we have no way to verify this. I did not read in the complaint that Mr. [redacted] printed off and brought in his reservation page, this would have cleared up any doubt as to where the reservation was made for and the $10 reservation fee. I would be more than happy to refund the $10 reservation fee if Mr. [redacted] is willing to supply a bank or credit card statement showing this line item.
 
Thank you for bringing this to our attention.
 
Sincerely,
 
Curtis W[redacted]
District Manager
Westport Northwest Management
360-921-7979 C
360-253-5863 O
360-253-5864 F