K Mini Storage

Re: Customer Complaint On the afternoon of 12/I received a call from a customer asking about a rentrefund from October They did not provide their information or contact numberItried to explain that as per our rental agreement there is no rent refund and if they have .already moved out they are no longer in the computer system and I cannot see any details .of their accountThe customer was angry, without providing the providing the particulars of dates ofher vacate notice she was demanding a rent refundShe made inflammatory remarks and 'hung up As pet our rental agreement signed by the tenant, rents and late fees are generatedautomatically by the software as per rental laws and there is no rent refund clearly spelled out in our agreementIf the customer has paid for a month and chooses to move out priorto the end of that month it clearly states on our rental agreement, that ''There will be norefund of rent whether the space has been occupied or not"If a vacate notice iscompleted giving two weeks required notice, before the first of the month when rent forthe month is not yet generated in the system, the customer can pay prorated partial rentup to the vacate date only and vacate the unit prior to the system asking for additionalrentIf they chose to remain longer they can come in before the vacate date and paymore money to cover them for a longer period I am not sure what was discussed with the employee at the time of payment nor why thecustomer paid rent passed the vacate dateWithout dates and details I had no knowledgeof the specifics or the circumstances, nor was given the opportunity on the phone to look ·into or explain furtherI never stated that "I did not care nor did I place blame on thecustomer", she hung up without answering my questions or allowing me to assess thesituation This 'Written complaint is the first that I am being made aware of the details and a promise!of a rent refundI was able to pull a copy of the paper agreement from our filesI have ·attached a copy of this to the letter for reference of our terms and policies agreed to andsigned by the customer at move in.Unfortunately the employee that she spoke with at that time is no longer employed by our company and I cannot verify any of the statements made by the employeeI see in thepayment screen a receipt of$as a check on September 4th, then the transactionreversed on the same date, then entered as cash and reversed againNot sure whataspired between the employee and the customer and the repeated reversalsRegardless ofthe receipt details or verbal discussions, the customer signed a rental agreement with us,and agrees to the terms of the written agreementThe terms of the written agreement arewhat are followed to avoid situations such as this As a business owner I try to do my best to serve our customers and address any issue thatmay arise with our customersI do not appreciate unfounded slanderous comments andallegations made in this letter and also posted on our Facebook page As a goodwill gesture, I ask for the customer to come on site on Thursday January 7thbetween 2-5pm or Thursday January 14th between 2-5pm and bring any paperwork ordocuments she has pertaining to her storage vacate noticeI also would like her updatedcontact information as she has moved and her contact information on the agreement is no longer validI will do my best to remedy the situation o.s we value our reputation We are not a member of the Revdex.com, however, we trust your professionalobligation is to be honest and prevent unnecessary derogatory comments or waste ofbusiness timeYour unbiased position and readiness to represent the correctness andtruth first before any other interest will be much appreciated.Sincerely,Sophia J [redacted]

Complaint: ***I am rejecting this response because:
I was told by the Employee who accepted my October payment that my rent WOULD be pro-rated, and I would receive a refund for any portion of the month I did not use the storage. I was very clear with the employee that I believed I would be able to vacate on the 17th as planned, but because I was purchasing a home there could potentially be delays, and should I just pay the month in full? She assured me that I would be refunded what I did not use, or I NEVER would have paid the entire month
When I called the K-Mini Storage office to speak to them on 12-21-15, the woman I spoke to was very rude to me, and she would NOT allow me to explain the situation. She constantly cut me off and kept reciting over and over what her policy was and that it wasn't her problem that I paid the month in full. She ABSOLUTELY DID say to me, "Well then maybe you shouldn't have paid the whole month!" and "I don't care whether you gave notice or not!" "our policy is......" She did NOT ask for any information; she did NOT want to hear any explanations from me; and she did NOT treat me with any form of courtesy or respect. After being cut off over and over and over, I was very upset and indeed did hang up on her, because she did not want to hear anything I had to say to her anyways
I stand firm in my account of how I was treated that day, and I truly believe if they are not going to properly train their employees on how to manage their business, then they should be held responsible for how their employees mismanage their business. I decline any personal contact with the owner of this business, considering the two times I have ever had to directly deal with her, she was very rude and condescending to me
I still believe I am due a pro-rated refund, whether policy or not, because I was VERBALLY TOLD I would be given one on the day I made my payment, or I NEVER would have paid the entire month
As for the $payment, reversal, payment on Sept4th, that was at the request of the business owner herself and has absolutely NOTHING to do with this situation.Sincerely,*** ***

Re: Customer Complaint
On the afternoon of 12/2112015 I received a call from a customer asking about a rentrefund from October 2015. They did not provide their information or contact number. Itried to explain that as per our rental agreement there is no rent refund and if they have .already moved...

out they are no longer in the computer system and I cannot see any details .of their account. The customer was angry, without providing the providing the particulars of dates ofher vacate notice she was demanding a rent refund. She made inflammatory remarks and 'hung up.
As pet our rental agreement signed by the tenant, rents and late fees are generatedautomatically by the software as per rental laws and there is no rent refund clearly spelled out in our agreement. If the customer has paid for a month and chooses to move out priorto the end of that month it clearly states on our rental agreement, that ''There will be norefund of rent whether the space has been occupied or not". If a vacate notice iscompleted giving two weeks required notice, before the first of the month when rent forthe month is not yet generated in the system, the customer can pay prorated partial rentup to the vacate date only and vacate the unit prior to the system asking for additionalrent. If they chose to remain longer they can come in before the vacate date and paymore money to cover them for a longer period.
I am not sure what was discussed with the employee at the time of payment nor why thecustomer paid rent passed the vacate date. Without dates and details I had no knowledgeof the specifics or the circumstances, nor was given the opportunity on the phone to look ·into or explain further. I never stated that "I did not care nor did I place blame on thecustomer", she hung up without answering my questions or allowing me to assess thesituation.
This 'Written complaint is the first that I am being made aware of the details and a promise!of a rent refund. I was able to pull a copy of the paper agreement from our files. I have ·attached a copy of this to the letter for reference of our terms and policies agreed to andsigned by the customer at move in.Unfortunately the employee that she spoke with at that time is no longer employed by our company and I cannot verify any of the statements made by the employee. I see in thepayment screen a receipt of$190.00 as a check on September 4th, then the transactionreversed on the same date, then entered as cash and reversed again. Not sure whataspired between the employee and the customer and the repeated reversals. Regardless ofthe receipt details or verbal discussions, the customer signed a rental agreement with us,and agrees to the terms of the written agreement. The terms of the written agreement arewhat are followed to avoid situations such as this.
As a business owner I try to do my best to serve our customers and address any issue thatmay arise with our customers. I do not appreciate unfounded slanderous comments andallegations made in this letter and also posted on our Facebook page.
As a goodwill gesture, I ask for the customer to come on site on Thursday January 7thbetween 2-5pm or Thursday January 14th between 2-5pm and bring any paperwork ordocuments she has pertaining to her storage vacate notice. I also would like her updatedcontact information as she has moved and her contact information on the agreement is no longer valid. I will do my best to remedy the situation o.s we value our reputation.
We are not a member of the Revdex.com, however, we trust your professionalobligation is to be honest and prevent unnecessary derogatory comments or waste ofbusiness time. Your unbiased position and readiness to represent the correctness andtruth first before any other interest will be much appreciated.Sincerely,Sophia J[redacted]