Peace of Mind Self Storage

I regret this matter being filed with youWe pride ourselves on providing great customer Service to new customers, those customers who pay us; or to those customers who contact us shortly after their first non-paymentThis customer is (five) months behind in their rentWe have been unable to contact the customer because she didn't provide us with a valid address or phone numberThe customer contacted us in the fifth month of being behind in her paymentsThis complaint appears to be filed by the customer’s daughter.The self-storage business is governed by Pennsylvania law, and we follow the law and the contact methods specified by the lawWe have a signed contract with the customerIn all cases we communicate by regular mail and certified mail when rent is owed.In regards to the matter at hand the complainant is not on the customers contractTherefore, normally, we would not contact her or talk to her(Many customers want confidentiality.) I did talk to the complainant, however, because she called my cell phone during non-business hoursI encourage people to use my number if they have an emergencyHer mother, our customer, of course can let us know she wants the complainant to represent herThis hasn't occurred.The chronology is as follows:1) Starting in December, 2015, customer uses credit card to pay usCustomer allows us to take rent automatically from credit card.2) Card stopped working (“insufficient funds”) when we tried to take April, rent3) When May, was not paid (the second month not paid) we wrote her a certified letter and mailed it on May 24, As of May 24, the customer owed us SWe also send the same letter via regular mail4) On June 2, 2016, the letters were returned to our officeUSPS indicated “Forwarding time expired”A post office box, which we didn't have, was listed5) On June 15, 2016, we re-sent the same regular and certified letter to post office box6) On July 17, 2016, the letters were again returnedUSPS indicated “Post Office Box Closed.7) While phone calls are not “official” contacts, we tried to call herHer cell was disconnectedWe called her regular numberWe didn't receive an answer.8) On or about August 9, 2016, the customer called us at the office wanting to know how much she owedShe stated she would pay us $now and more laterShe ordered us to accept a payment of $(She used the word "order” as in “I’m ordering you to...".) As of August 9, she owed us $9)On August 9, 2016, we received an email from the customer asking us not to sell her things and she would be coming to the officeWhile her email indicated she would be coming to our office, she never arrivedShe later called us on the phone10).On August 17, we sent her a letter indicating her plan to pay us $We also indicated in this letter possible other payment(letter attached)11) Subsequently we received the after-hours call and an August 19, email from the complainant who also ordered us to accept the $amount with Subsequent payments to be madeThe complainant also threatened to Sue us12) On August 24, 2016, we received $in cash from the customer.As you can see in the August 17, letter, we have removed the monthly $late fee from future months thus saving the customer up to $(assuming payments are made).We don't accept partial payments for a number of business reasonsIn this case are we forced to accept partial paymentHer possessions are still in her unitSale of her possessions is still possible with proper notification if payments arent made.We assume the customer will be moving out, and we have asked her to move outSince the customer is threatening to sue us any customer service we might provide has been lost.Sincerely,Gary LP***, manager, DDG Management, LLC, general partnerPeace of Mind Storage, LPAugust 17, 2016I have been ordered by you and your representative in Washington State, under the threat of legal action, to accept a payment from you in the amount of $per month.I will not sell your possessions at this timeThis shouldn’t be taken as setting a precedentI reserve all my legal rights to sell your possessions at any time and place in the future after legally required notificationsAll terms of the contract signed December 19, remain in effect.The amount you owe is as follows: Rent Sales Tax Late fee If you paid$300.00/month Balance DueApril, 2016; $ $ $20.00May, 2016: $ $ $May, 2016: Default letter $June, 2016: $ $ $July, 2016: $ $ $August, $$ $Total: $$ $Grand Total Owed through 8/31/2016: $$ $Sept2016: $ $ $ $Oct2016: $ $ $ $Nov2016: $ $ $ $Dec2016: $ $ $ $0.00You will not have access to your unit until the balance is zeroI assume you will be moving out after the December payment of $250.06, but before December 31, 2016.Sincerely,Gary LP***, manager, DDG Management, LLC, general partner Peace of Mind Storage, LP [redacted] ***, Lancaster, PA ###-###-#### www.peaceofmindeselfstorage.com

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Complaint:
I am rejecting this response because:I could not open the message to read it.Can you please re-send the message in a form that's not an attachment.Was not able to open nor read the message
Regards,
*** ***

I regret this matter being filed with you. We pride ourselves on providing great customer Service to new customers, those customers who pay us; or to those customers who contact us shortly after their first non-payment. This customer is 5 (five) months behind in their rent. We have been unable to...

contact the customer because she didn't provide us with a valid address or phone number. The customer contacted us in the fifth month of being behind in her payments. This complaint appears to be filed by the customer’s daughter.The self-storage business is governed by Pennsylvania law, and we follow the law and the contact methods specified by the law. We have a signed contract with the customer. In all cases we communicate by regular mail and certified mail when rent is owed.In regards to the matter at hand the complainant is not on the customers contract. Therefore, normally, we would not contact her or talk to her. (Many customers want confidentiality.) I did talk to the complainant, however, because she called my cell phone during non-business hours. I encourage people to use my number if they have an emergency. Her mother, our customer, of course can let us know she wants the complainant to represent her. This hasn't occurred.The chronology is as follows:1) Starting in December, 2015, customer uses credit card to pay us. Customer allows us to take rent automatically from credit card.2) Card stopped working (“insufficient funds”) when we tried to take April, 2016 rent. 3) When May, 2016 was not paid (the second month not paid) we wrote her a certified letter and mailed it on May 24, 2016. As of May 24, 2016 the customer owed us S358.68. We also send the same letter via regular mail. 4) On June 2, 2016, the letters were returned to our office. USPS indicated “Forwarding time expired”. A post office box, which we didn't have, was listed. 5) On June 15, 2016, we re-sent the same regular and certified letter to post office box. 6) On July 17, 2016, the letters were again returned. USPS indicated “Post Office Box Closed.7) While phone calls are not “official” contacts, we tried to call her. Her cell was disconnected. We called her regular number. We didn't receive an answer.8) On or about August 9, 2016, the customer called us at the office wanting to know how much she owed. She stated she would pay us $300.00 now and more later. She ordered us to accept a payment of $300.00. (She used the word "order” as in “I’m ordering you to...".) As of August 9, 2016 she owed us $860.70. 9). On August 9, 2016, we received an email from the customer asking us not to sell her things and she would be coming to the office. While her email indicated she would be coming to our office, she never arrived. She later called us on the phone. 10).On August 17, 2016 we sent her a letter indicating her plan to pay us $300.00. We also indicated in this letter possible other payment. (letter attached). 11) Subsequently we received the after-hours call and an August 19, 2016 email from the complainant who also ordered us to accept the $300.00 amount with Subsequent payments to be made. The complainant also threatened to Sue us. 12) On August 24, 2016, we received $300.00 in cash from the customer.As you can see in the August 17, 2016 letter, we have removed the monthly $20.00 late fee from future months thus saving the customer up to $80.00 (assuming payments are made).We don't accept partial payments for a number of business reasons. In this case are we forced to accept partial payment. Her possessions are still in her unit. Sale of her possessions is still possible with proper notification if payments arent made.We assume the customer will be moving out, and we have asked her to move out. Since the customer is threatening to sue us any customer service we might provide has been lost.Sincerely,Gary L. P[redacted], manager, DDG Management, LLC, general partnerPeace of Mind Storage, LPAugust 17, 2016I have been ordered by you and your representative in Washington State, under the threat of legal action, to accept a payment from you in the amount of $300.00 per month.I will not sell your possessions at this time. This shouldn’t be taken as setting a precedent. I reserve all my legal rights to sell your possessions at any time and place in the future after legally required notifications. All terms of the contract signed December 19, 2014 remain in effect.The amount you owe is as follows:                     Rent     Sales Tax   Late fee  If you paid$300.00/month     Balance DueApril, 2016; $139.00  $8.34        $20.00May, 2016:  $139.00  $8.34        $20.00 May, 2016:   Default letter         $24.00 June, 2016:  $139.00  $8.34        $20.00 July, 2016:   $139.00  $8.34        $20.00 August, 2016. $139.00 $8.34     $20.00 Total:              $695.00 $41.70   $124.00 Grand Total Owed through 8/31/2016: $860.70 $300.00                       $560.70 Sept. 2016: $139.00    $8.34                                $300.00                       $408.04 Oct. 2016:   $139.00    $8.34                               $300.00                        $255.38 Nov. 2016: $139.00     $8.34                               $300.00                        $102.72 Dec. 2016: $139.00     $8.34                                $250.06                        $0.00You will not have access to your unit until the balance is zero. I assume you will be moving out after the December payment of $250.06, but before December 31, 2016.Sincerely,Gary L. P[redacted], manager, DDG Management, LLC, general partner Peace of Mind Storage, LP[redacted], Lancaster, PA 17603 ###-###-#### www.peaceofmindeselfstorage.com