Mayflower Properties LLC

Case ID# [redacted] November 22, We have received the complaint from Ms [redacted] regarding her storage space at U-Save Park Self StorageMs [redacted] rented her space on a month to month basis and received a special rate for booking onlineI reviewed all the reservation and rental documentation and at no point was this rate guaranteed for any specific amount of timePer Ms [redacted] 's lease, tenants can be given a 30-day notice of rental rate increaseMs [redacted] was given notice on 10/28/that her rate would increase on 2/26/— this was well outside of the 30-day required notice and provides Ms [redacted] plenty of time to move her belongings elsewhere if she desiresTenants always have the option to prepay as many months as they want at their discounted rateI would encourage Ms [redacted] to contact the office if that is the direction she would like to takePlease contact me with any questions or concernsThank you, Amy [redacted] , CPA I Administrative Controller 'Mayflower Properties ###-###-#### amy[redacted] @gmail.com

There was no wrongdoing on the part of Mayflower Properties, Knollwood Self Storage, or myselfMs [redacted] defaulted on her lease and after proper notice, her vehicles were towed off our lot

Mr [redacted] vacated after prepaying for rentBased on the lease that was sent to him in January 2017, our terms clearly stated that vacating before the end of a prepayment would result in a $early termination fee as well as rent being charged at rack rate for the time the unit was actually used - since the discount rate was based on a prepayment.Mr***'s rate and the early termination fee negated any refundHe was sent his security deposit, paid at the time of move-in, which is all that was due back to him.This was explained to Mr***, in detail, over the phone after he decided that he no longer want to continue renting with us

? I am rejecting this response because: I deny the respond? Amy took two payments out of my bank account and I called Kris when I found out and she Kris was aware of it was not right? and contact Amy and she refused to put one of the payment back that payment was not due and it made me fall behind because I was late on my other payment due to that Kris the person I talked to throughout my entire storage stay.? She told me Amy was very wrong of how she treated me.? And to dispute the charge and my sister heard her over the phone then when I did try to make the payment they went up on my storage and charge me more fees and I kept in contact with them making arrangements and Kris was okay with it and told me it was okay.? I gave them my new address and didn't receive no notification from them it was told to me over the phone they didn't even give me a auction date at all so that I can plan to pay and remove my vehicle.? Kris also stated to me they trying to take my vehicle and called when I was on my way to work telling me to come down there because they trying to tow my vehicle..the person they had come and tow my vehicle are Amy friends.? I was so stressed out with all the inconveniences of the business that when they gave me a day to come and pay I had the whole 600$ and I was on my way there but I got pulled over by the police because I was in tears and the officer told me that I'm not in good condition to drive out there to take the money the next day so I called them and told them I will be there early the next morning.? ? I went there the next morning soon as they open and had the money and they told me they had my vehicle towed by fankie towing a friend of Amy.? When I went there to fraknkie towing in PlymouthThey told me information and charge me 272$ for each car and it has not even been there hours and if I had paid that I had to remove my vehicle or Frankie towing said it will be 30$ each day for each vehicle and also pay the towing fee of for each vehicle? ? Frankie towing was so rude to me as well.? So I took Amy to small claims court and the judge said I have to sued May flowers the company and that's what I was working on with a lawyer.? Kris the lady work for knollwood storage that I dealt with the whole time advise me that Amy was doing me so wrong and trying to take my vehicle and also advise me that they had another customer that was behind on her storage for months and she came and got her vehicle and they did nothingright now Frankie towing got a call after court from me telling me I owe 2000$ dollars for each vehicle.? I still owe money on my truck.? ? Me and my family are seeking a lawyer and sueing the company and reported Frankie towing also to the stateThe lawyer that will be helping me advise me to reach out to the company that owned knollwood storage and try to explain to them what happened I have several witness that everything was done incorrect and I had no email at the time when I left court they had email all the documents after court I then saw the email? to cover themselves up I'm not stopping this until Justice is served.? I know they done me so wrong both company.? These companies working together and they took advantage of me as of me being disable.? I'm under a lot of stress and my family are helping me stay strong and don't get sick.? I never experienced no business this bad but I want stop until Justice is several and my vehicle are return or paid for..?

Mr***, you paid $for rent for February and MarchOn January 23, you vacated the unit without noticeWe require a 14-day written notice of vacate and therefore, you were charged for the month of February at rack rateRack Rate is $That, in addition to the early termination fee of $50, creates a total owed to Highway Self Storage of $That is the amount you paid and no refund is dueAgain, this was all highlighted in the lease that was sent to youEven if the terms of your old lease were in effect, that one required notice of vacate by the 20th of the month.

*** *** *** occupied space at New Hope Storage but rather than contain their items inside of a storage unit, they overflowed items outside of their unit and occupied additional space without permissionOther storage tenants have complained about *** *** ***’ items limiting
access to other storage units and *** *** *** were asked on multiple occasions to cease storage outside of their paid unitAfter non-compliance, they were given notice to vacateWhen they requested additional time to vacate, they were given an extension.Their account is currently past due and therefore, they have been locked out of the buildingThey are welcome to come to the site during office hours to continue to gather their items and vacate but until the account is cured, they cannot have access to the site unless an employee is present.We have pictures, a signed lease, and other documentation that can be provided to the Revdex.com upon request to support all of this.Much of the original complaint is not factualWe ask that *** *** *** vacate the space completely by 4:00pm on July 1, leaving the space in the same condition they received it inIf this is done, no additional monies will be requested

Initial Business Response /* (1000, 5, 2015/08/05) */
Ms*** reserved a unit on our website and then changed her mind about storingShe claims she was not able to reach anyone at our site but, in fact, she was and is simply not happy with the outcomeShe spoke with both Roy over the phone &
with myself via email and it was explained to her that the reservation fee pulls a unit from our inventory and holds it for the reserving customer - making it unavailable to other prospective customersFor this reason, we have a non-refundable reservation feeIt clearly states prior to processing the reservation fee, that it is non-refundableIn her return email to me she stated she understood the reservation fee was non-refundable but wanted it refunded anywayI have attached a screenshot from our websiteWe will not be issuing a refund
Initial Consumer Rebuttal /* (3000, 7, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with the responseThe reason for my filing online was due to no one available during open hours at her plCe of businessMy transaction was done within hours and in my opinion, I feel t should have been accommodated due to me having to even reserve online when I preferred to go inI have a screen shot of the number of attempts it took for me to get a hold of someoneI am more so unhappy with the service I have received and am highly DISAPPOINTED! I would never rent from this business and want my money back
Final Business Response /* (4000, 9, 2015/08/12) */
Again, there is no dispute that the tenant reserved a unit and chose to proceed paying a non-refundable feeWe will not be offering a refund at this time

Initial Business Response /* (1000, 8, 2015/07/21) */
I would like to personally apologize for a lack of effort on our company's side for miscommunicationI see several notes on Mr***'s account that managers have made an attempt to reach out over the course of the past few months with
messages left with his daughter requesting a returned phone callThat said, the managers could have made a more aggressive attempt to get in contact with Mr*** via phone and/or email
The account has been straightened out and I've attached a statement that shows there is no balance due and Mr***'s unit is paid thru 8/6/We appreciate your business and hope you will accept our apologyWe look forward to a continued relationship!
Initial Consumer Rebuttal /* (2000, 10, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/11/12) */
To whom it may concern -
In response to dispute notification, case number - Mr*** called and spoke with Justin, our Manager, at Tonka Storage on Tuesday August 25, and arranged to move in to a storage unit on
Monday, August 31stMr*** told Justin that he was going to be moving items in and coming from FloridaHe took advantage of a month discounted rate, pre pay special and paid Justin over the phone for the unitJustin advised Mr*** that he did not work on Monday but Megan would be in and able to assist him once he arrived
Mr*** was told that our lock (kept on all vacant units to keep other tenants/people from dumping trash in empty spaces) would be removed by Megan once he came in on Monday, as we would not want to leave the space unlocked over the weekend when the office is not staffedMr*** claims in his dispute that he came in on Sunday (Aug 30th) to move in and found the unit to still be locked and chose to go elsewhereIf Mr*** did in fact show up on Sunday, there are afterhours emergency numbers posted that have been called and we would have had someone go to the site to assist him, which we are accustomed to doing, if needed
We then received notification, dated October 24th, that the charge was being disputedMr*** was moved in to our system on August 25th and that unit remained listed as occupied and unable to rent out until we were notified about the charge being disputed on 10/24/
The payment Mr*** made to Justin on 8/25/paid him from 8/25/to 11/24/and we feel that since we were not able to rent this unit out to another tenant and did not vacate him out of our system until notification was received nearly the end of October, that he should be issued a refund in the amount of $139.00, the amount of rent covering the 10/25/to 11/24/time frame
Since receiving notification, we have tried to contact Mr*** on separate occasions, leaving messages each timeWe have tried to reach out and speak with him to see what resolution was acceptable to him
Mr*** submitted a credit card dispute as well so we are not able to issue any refund check until that matter is closed in order to avoid a double refund
Thank you
Initial Consumer Rebuttal /* (3000, 12, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Justin continues to lie about the facts regarding the rental agreement I had with him over the phoneI made clear to him that I would have to have access to the unit on Sunday, that was the day I had the help lined up to unload the truckHe agreed to remove the lock on Saturday and I would come into the office first thing Monday to sign the agreement which he agreed toThere could have been a sign on the building but I did not see it and was more concerned about a place to put my belongings since I had to get the truck unloaded on Sunday
I did go into the office Monday morning, August 31st and spoke with Meagan who in turn apologized for their mistake and would contact corporate about getting my card credited backShe confirmed my contact information and stated they would get in contact with me regarding the credit backAfter a week of not hearing anything I went back to the office and this time spoke with Justin who apologized and said he would have it taken care ofI again got the run around from Justin claiming they would get it taken care ofHe was the one to drag this issue on and his fault from the beggingI will not pay for a mistake made by their employeeThey were told on Monday August 31st I would not be taking the unit since they did not give me access to the unit as agreed to on SundayThe dispute with the credit card was not filed until they told me they would not credit me back the amount charged even though both Meagan and Justin said they wouldI will not accept anything but a full credit back to my credit card in the amount charged of $
Final Business Response /* (4000, 14, 2015/11/19) */
As company policy - and storage policy in general - we would never take a lock off of, and make available, a unit that did not have a signed leaseWhen Mr*** spoke with Megan the following Monday, he acknowledged that he made no attempt to call anyoneHad he made any attempt, someone would have happily met him on site to get the unit open and have him sign the leaseThat happens occassionally on Sundays and is why our site isn't listed as "Closed" rather "By Appointment Only"
Regardless of how either party recalls what did or did not happen, Mr*** filed this complaint because he wants a refundAs previously stated, we will not be giving him a refund because he filed a credit card dispute in conjunction with this complaint and the paperwork we received from the bank tells us "DO NOT ISSUE CREDIT The cardholders account has already been credited as a result of this chargeback." I have attached the letter for reference
I believe this should close the complaint

Mr*** vacated after prepaying for rentBased on the lease that was sent to him in January 2017, our terms clearly stated that vacating before the end of a prepayment would result in a $early termination fee as well as rent being charged at rack rate for the time the unit was actually used -
since the discount rate was based on a prepayment.Mr***'s rate and the early termination fee negated any refundHe was sent his security deposit, paid at the time of move-in, which is all that was due back to him.This was explained to Mr***, in detail, over the phone after he decided that he no longer want to continue renting with us

Mr***, you paid $for rent for February and MarchOn January 23, you vacated the unit without noticeWe require a 14-day written notice of vacate and therefore, you were charged for the month of February at rack rateRack Rate is $That, in addition to the early termination fee of $50, creates a total owed to Highway Self Storage of $That is the amount you paid and no refund is dueAgain, this was all highlighted in the lease that was sent to youEven if the terms of your old lease were in effect, that one required notice of vacate by the 20th of the month

*** *** *** occupied space at New Hope Storage but rather than contain their items inside of a storage unit, they overflowed items outside of their unit and occupied additional space without permissionOther storage tenants have complained about *** *** ***’ items limiting
access to other storage units and *** *** *** were asked on multiple occasions to cease storage outside of their paid unitAfter non-compliance, they were given notice to vacateWhen they requested additional time to vacate, they were given an extension.Their account is currently past due and therefore, they have been locked out of the buildingThey are welcome to come to the site during office hours to continue to gather their items and vacate but until the account is cured, they cannot have access to the site unless an employee is present.We have pictures, a signed lease, and other documentation that can be provided to the Revdex.com upon request to support all of this.Much of the original complaint is not factualWe ask that *** *** *** vacate the space completely by 4:00pm on July 1, leaving the space in the same condition they received it inIf this is done, no additional monies will be requested.

I am rejecting this response because:
I deny the respond Amy took two payments out of my bank account and I called Kris when I found out and she Kris was aware of it was not right and contact Amy and she refused to put one of the payment back that payment was not due and it made me fall behind because I was late on my other payment due to that Kris the person I talked to throughout my entire storage stay. She told me Amy was very wrong of how she treated me. And to dispute the charge and my sister heard her over the phone then when I did try to make the payment they went up on my storage and charge me more fees and I kept in contact with them making arrangements and Kris was okay with it and told me it was okay. I gave them my new address and didn't receive no notification from them it was told to me over the phone they didn't even give me a auction date at all so that I can plan to pay and remove my vehicle. Kris also stated to me they trying to take my vehicle and called when I was on my way to work telling me to come down there because they trying to tow my vehicle..the person they had come and tow my vehicle are Amy friends. I was so stressed out with all the inconveniences of the business that when they gave me a day to come and pay I had the whole 600$ and I was on my way there but I got pulled over by the police because I was in tears and the officer told me that I'm not in good condition to drive out there to take the money the next day so I called them and told them I will be there early the next morning. I went there the next morning soon as they open and had the money and they told me they had my vehicle towed by fankie towing a friend of Amy. When I went there to fraknkie towing in PlymouthThey told me information and charge me 272$ for each car and it has not even been there hours and if I had paid that I had to remove my vehicle or Frankie towing said it will be 30$ each day for each vehicle and also pay the towing fee of for each vehicle Frankie towing was so rude to me as well. So I took Amy to small claims court and the judge said I have to sued May flowers the company and that's what I was working on with a lawyer. Kris the lady work for knollwood storage that I dealt with the whole time advise me that Amy was doing me so wrong and trying to take my vehicle and also advise me that they had another customer that was behind on her storage for months and she came and got her vehicle and they did nothingright now Frankie towing got a call after court from me telling me I owe 2000$ dollars for each vehicle. I still owe money on my truck. Me and my family are seeking a lawyer and sueing the company and reported Frankie towing also to the stateThe lawyer that will be helping me advise me to reach out to the company that owned knollwood storage and try to explain to them what happened I have several witness that everything was done incorrect and I had no email at the time when I left court they had email all the documents after court I then saw the email to cover themselves up I'm not stopping this until Justice is served. I know they done me so wrong both company. These companies working together and they took advantage of me as of me being disable. I'm under a lot of stress and my family are helping me stay strong and don't get sick. I never experienced no business this bad but I want stop until Justice is several and my vehicle are return or paid for

Ms*** was days past due when her cars were towed - within the terms of her contractBoth contracts are attached as well as the ledgers showing her past due balanceAdditionally, we have included letters from our third party lien service stating that if Ms*** didn't cure her account,
the cars would be towedMs*** has a history of excuses and reasons why she could not pay - all well documented by the manager on site.On the morning her cars were scheduled to be towed, Ms*** showed up with a tow truck and attempted to tow her cars off the lot without making paymentThe tow truck driver was instructed by the manager on site that the cars had an outstanding balance and could not be taken, and the tow truck leftWe opted to tow the vehicles later that evening - at 7pm - after Ms*** (again) did not show up to pay her balance; she had promised to be at the site by 6pm.I could only submit a couple of attachments, but we have much more documentation to support our actions, if needed

I am rejecting this response because:My paid in advance was for the months of February and MarchYou're telling me the "rack rate" for days of January is $172? I was not on any discounted programand paid months at a timePlease enlighten me with a breakdown of these so called charges

Initial Business Response /* (1000, 10, 2015/11/12) */
To whom it may concern -
In response to dispute notification, case number - Mr*** called and spoke with Justin, our Manager, at Tonka Storage on Tuesday August 25, and arranged to move in to a storage unit on
Monday, August 31stMr*** told Justin that he was going to be moving items in and coming from FloridaHe took advantage of a month discounted rate, pre pay special and paid Justin over the phone for the unitJustin advised Mr*** that he did not work on Monday but Megan would be in and able to assist him once he arrived
Mr*** was told that our lock (kept on all vacant units to keep other tenants/people from dumping trash in empty spaces) would be removed by Megan once he came in on Monday, as we would not want to leave the space unlocked over the weekend when the office is not staffedMr*** claims in his dispute that he came in on Sunday (Aug 30th) to move in and found the unit to still be locked and chose to go elsewhereIf Mr*** did in fact show up on Sunday, there are afterhours emergency numbers posted that have been called and we would have had someone go to the site to assist him, which we are accustomed to doing, if needed
We then received notification, dated October 24th, that the charge was being disputedMr*** was moved in to our system on August 25th and that unit remained listed as occupied and unable to rent out until we were notified about the charge being disputed on 10/24/
The payment Mr*** made to Justin on 8/25/paid him from 8/25/to 11/24/and we feel that since we were not able to rent this unit out to another tenant and did not vacate him out of our system until notification was received nearly the end of October, that he should be issued a refund in the amount of $139.00, the amount of rent covering the 10/25/to 11/24/time frame
Since receiving notification, we have tried to contact Mr*** on separate occasions, leaving messages each timeWe have tried to reach out and speak with him to see what resolution was acceptable to him
Mr*** submitted a credit card dispute as well so we are not able to issue any refund check until that matter is closed in order to avoid a double refund
Thank you
Initial Consumer Rebuttal /* (3000, 12, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Justin continues to lie about the facts regarding the rental agreement I had with him over the phone I made clear to him that I would have to have access to the unit on Sunday, that was the day I had the help lined up to unload the truck He agreed to remove the lock on Saturday and I would come into the office first thing Monday to sign the agreement which he agreed to There could have been a sign on the building but I did not see it and was more concerned about a place to put my belongings since I had to get the truck unloaded on Sunday
I did go into the office Monday morning, August 31st and spoke with Meagan who in turn apologized for their mistake and would contact corporate about getting my card credited back She confirmed my contact information and stated they would get in contact with me regarding the credit back After a week of not hearing anything I went back to the office and this time spoke with Justin who apologized and said he would have it taken care of I again got the run around from Justin claiming they would get it taken care of He was the one to drag this issue on and his fault from the begging I will not pay for a mistake made by their employee They were told on Monday August 31st I would not be taking the unit since they did not give me access to the unit as agreed to on Sunday The dispute with the credit card was not filed until they told me they would not credit me back the amount charged even though both Meagan and Justin said they would I will not accept anything but a full credit back to my credit card in the amount charged of $
Final Business Response /* (4000, 14, 2015/11/19) */
As company policy - and storage policy in general - we would never take a lock off of, and make available, a unit that did not have a signed leaseWhen Mr*** spoke with Megan the following Monday, he acknowledged that he made no attempt to call anyoneHad he made any attempt, someone would have happily met him on site to get the unit open and have him sign the leaseThat happens occassionally on Sundays and is why our site isn't listed as "Closed" rather "By Appointment Only"
Regardless of how either party recalls what did or did not happen, Mr*** filed this complaint because he wants a refundAs previously stated, we will not be giving him a refund because he filed a credit card dispute in conjunction with this complaint and the paperwork we received from the bank tells us "DO NOT ISSUE CREDIT The cardholders account has already been credited as a result of this chargeback." I have attached the letter for reference
I believe this should close the complaint

There was no wrongdoing on the part of Mayflower Properties, Knollwood Self Storage, or myselfMs*** defaulted on her lease and after proper notice, her vehicles were towed off our lot

? I am rejecting this response because:My paid in advance was for the months of February and MarchYou're telling me the "rack rate" for days of January is $172? I was not on any discounted programand paid months at a timePlease enlighten me with a breakdown of these so called charges

? I am rejecting this response because:
I deny the respond? Amy took two payments out of my bank account and I called Kris when I found out and she Kris was aware of it was not right? and contact Amy and she refused to put one of the payment back that payment was not due and it made me fall behind because I was late on my other payment due to that Kris the person I talked to throughout my entire storage stay.? She told me Amy was very wrong of how she treated me.? And to dispute the charge and my sister heard her over the phone then when I did try to make the payment they went up on my storage and charge me more fees and I kept in contact with them making arrangements and Kris was okay with it and told me it was okay.? I gave them my new address and didn't receive no notification from them it was told to me over the phone they didn't even give me a auction date at all so that I can plan to pay and remove my vehicle.? Kris also stated to me they trying to take my vehicle and called when I was on my way to work telling me to come down there because they trying to tow my vehicle..the person they had come and tow my vehicle are Amy friends.? I was so stressed out with all the inconveniences of the business that when they gave me a day to come and pay I had the whole 600$ and I was on my way there but I got pulled over by the police because I was in tears and the officer told me that I'm not in good condition to drive out there to take the money the next day so I called them and told them I will be there early the next morning.? ? I went there the next morning soon as they open and had the money and they told me they had my vehicle towed by fankie towing a friend of Amy.? When I went there to fraknkie towing in PlymouthThey told me information and charge me 272$ for each car and it has not even been there hours and if I had paid that I had to remove my vehicle or Frankie towing said it will be 30$ each day for each vehicle and also pay the towing fee of for each vehicle? ? Frankie towing was so rude to me as well.? So I took Amy to small claims court and the judge said I have to sued May flowers the company and that's what I was working on with a lawyer.? Kris the lady work for knollwood storage that I dealt with the whole time advise me that Amy was doing me so wrong and trying to take my vehicle and also advise me that they had another customer that was behind on her storage for months and she came and got her vehicle and they did nothingright now Frankie towing got a call after court from me telling me I owe 2000$ dollars for each vehicle.? I still owe money on my truck.? ? Me and my family are seeking a lawyer and sueing the company and reported Frankie towing also to the stateThe lawyer that will be helping me advise me to reach out to the company that owned knollwood storage and try to explain to them what happened I have several witness that everything was done incorrect and I had no email at the time when I left court they had email all the documents after court I then saw the email? to cover themselves up I'm not stopping this until Justice is served.? I know they done me so wrong both company.? These companies working together and they took advantage of me as of me being disable.? I'm under a lot of stress and my family are helping me stay strong and don't get sick.? I never experienced no business this bad but I want stop until Justice is several and my vehicle are return or paid for..?

There was no wrongdoing on the part of Mayflower Properties, Knollwood Self Storage, or myself. Ms. [redacted] defaulted on her lease and after proper notice, her vehicles were towed off our lot.