Red Dot Storage

According to Red Dot Storage policy, access to the unit will be denied due to non-paymentPer this policy, Red Dot Storage will provide the customer access to this unit when the past due balance has been paid on the accountRed Dot Storage regrets that the customer wishes to end their use of the space but will work to assist the customer in this matter when payment for use of the unit has been provided

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

On April 10, Red Dot Storage received payment for the full balance on the accountThe overlock on the unit should have been removed on 4/13/but due to a failure on the account of a Red Dot Storage employee the overlock was not removedThe customer contacted Red Dot Storage on 4/16/
asking for the lock to be removed by the next dayDue to a scheduling conflict a Red Dot Storage representative is not available until 4/20/After being advised by the customer this was not acceptable and would not work for their schedule, Red Dot Storage advised the customer that they may remove the lock from the unit themselvesAs a result of this issue the customer was billed for days they were unable to access the unit and incurred a cost to purchase a tool to remove the lock from the unitAs requested by the customer, Red Dot Storage has credited the customer’s next billing cycle in the amount of $The Red Dot Storage employees involved in this have also been re-educated on procedures and policies to prevent this issue from occurring againRed Dot Storage sincerely apologizes for the inconvenience this caused our customer and is working diligently to ensure this does not occur again

Red Dot Storage provides storage units on a month to month payment basisCustomers who store with Red Dot are welcome to store with us for any amount of months that is neededRed Dot tenants are not signed into contracts for an extended period of timeDue to fluctuations in operating cost Red Dot may and does raise rates to current tenantsThe tenant is notified of any raise in rental cost Red Dot Storage also provides amenities such as gates and hour accessFrom time to time Red Dot does experience malfunctions with the gate that are beyond Red Dot’s controlRed Dot does leave the gate open for access and does its best to get the gates fixed in a timely mannerSince they do run on complex systems it can take some time and delays are to be expectedHaving a functioning gate is not part of what a Red Dot tenant agrees to pay for Red Dot Storage apologizes for any inconvenience the rates charges and gate issue may have causedWe are not able to change the rates but we would like to provide a $creditAs for the gates Red Dot is working diligently on getting them fixed Sincerely, Red Dot Storage Management

Red Dot Storage has had an ongoing electrical issue with the gate at the facility in questionDue to this issue the gate has been inoperable for an extended period of timeBecause the gate has been open, Red Dot Storage has increased internal efforts to ensure that the property remains secure
Regarding the issue with the previous lock on the unit, Red Dot Storage does not review security footage with tenantsIf a request is received from law enforcement officials with proper documentation, Red Dot Storage will be happy to provide the law enforcement official with the requested information as it is availableRed Dot Storage regrets that the issue with the gate has been ongoing and is working diligently to have the problem resolvedAs stated, Red Dot Storage has increased the internal efforts to keep the property securePer Red Dot Storage policy, discounts are not provided when issues occur with mechanical items at the propertyRed Dot Storage representatives are working to ensure this issue is resolved as quickly as possible for all the customers at this facility

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
However , the response from the buisness is not entirely forthright Red Dot Storage DOES advertise that its locations are secure with working gates and that IS part of what I do pay for , a secured location Over months time to fix a security gate is Not satisfactory or reasonable
Sincerely,
*** ***

On January 11, Red Dot Storage acquired Property StorageBefore acquiring the facility Red Dot Storage determined that the facility needed extensive repair to be effective as a storage facility and house customer goodsDue to the repair needed Red Dot Storage determined that the current
customers would need to remove their items from the premisesThis decision was made to protect customer’s belongings from damage during construction, and allow access to complete all necessary workAt acquisition, Red Dot Storage was provided existing customer information from the previous owner of the facilityRed Dot Storage is completely dependent on the information provided however, in some cases the information is incorrect or not currentOn February 11th we printed and mailed letters to the existing customers advising them to vacate the premisesSimultaneously we made calls to the customers to inform them of the refurbishment projectAs requested by the customer, we have held an internal investigation into their concernWe were able to locate the call placed to the customer on February 11thThis was confirmed both from the notes on the customer account and from our call system confirming the call logWe were also able to confirm, as the customer stated, that the address we received from the previous owner was not correctAs a result of our investigation into this matter we are refunding the customer the full month’s payment of $We also have determined we will not take any action regarding the unit before April 17th, to provide this tenant adequate time to remove their belongings from the unitDue to the issues that have occurred from this matter, Red Dot Storage does want to issue a formal apology to the customer for not having the correct address on file when sending the letter and the fact that this has created an inconvenience for this tenant

When an account is not paid within the five day grace period, after it is due, Red Dot customers can have an overlock placed on the unitAfter a payment is made the overlock should be removed within business hoursIf a payment is made on Thursday or Friday then the expected day the overlock
will be removed would be either Monday or Tuesday, since that would be the next business dayPer Red Dot policy, if the tenant has put their personal belongings in the unit, but did not put their own lock, Red Dot will attach a lockWhen the tenant puts their own lock on the unit and has notified a Red Dot representativeThe Red Dot Representative will have the Facility Supervisor remove the overlock within business hoursRed Dot would like to apologize for any inconvenience the issue may have causedOur records show that a payment was made on 8/and the Red Dot Facility Supervisor checked if the tenant had put their own lock on the unitThey have notThe Facility Supervisor last checked on 8/Please put a lock on the unit and contact Red Dot customer support to find out when the overlock can be removed Sincerely Red Dot Management

In order to fully address the customer’s complaint, it is important to understand the context around the situationInstead of building new storage facilities, Red Dot Storage buys existing properties and makes a variety of enhancementsTypically, we add new security systems, gates, and lighting at our propertiesWe also make a variety of repairs that include asphalt, gutters, fencing, etcIn addition to the facility improvements, we integrate new properties into our management platformIt is common for the properties we buy to have inconsistent office hours, non-functional website, and other customer service related shortcomingsWe try to leverage a technology focused management platform to make things as easy as possible for our customersAs a part of this integration process, we have to import the previous owner’s property/tenants database into our management softwareThis data import process populates our database with the property unit mix and tenant informationAfter we import a database, our operations team does a data “scrub” to make sure the information properly loaded into our softwareWhile we can typically catch any problems, occasionally information does not properly loadThe incident involving the customer was the result of a unit that was not properly identified in our databaseAt this particular location (Gurnee,IL), we have two types of 10xunits, which are non-climate controlled storage units and outdoor parking spacesNeedless to say, these units are priced differentlyNon-climate controlled units are priced at $per month, while outdoor parking spaces are priced at $per monthUnfortunately, the previous owner’s database did not properly label the outdoor parking units so our software system identified them as a non-climate controlled 10xstorage unitsThis mistake should have been caught in our data scrub process but it was missedRed Dot assumes full responsibility for this errorUnfortunately, this error resulted in our website showing inaccurate pricingBecause our website pulls information directly from our management software, it was showing 10xnon-climate controlled units that were available for $per month, when the price should have been $This is a huge price variable and an embarrassing mistakeAgain, we should have caught this mistake and we take full responsibility for the errorThe customer reserved 10xunits on our website at a rate of $per month and had every reason to believe that was the real priceIt did not come to our attention that there was a pricing error until the customer tried to complete his rental with one of our customer service agentsWe brought the problem to his attention and acknowledged our mistakeIn an attempt to honor the reservation, we offered to rent the units to the customer for months at the price of $80, instead of the standard rate of $After months, his unit would return to the standard rateJust to reiterate, we were offering two units at the discounted rate of $for monthsGiven the standard rate for a 10xis $179, we were offering a total discount of $over the course of monthsThe customer declined this offer, accused Red Dot of “Bait and Switch” tactics, and immediately demanded units at the price of $for a minimum of monthsAdditionally, the customer demanded that Red Dot send him a check for $to pay for motel and fuel expensesWhile we were happy to work with the customer, we were not able to make that large of a concessionHis request for two 10xunits at $plus a $check would have totaled $ in concession/reimbursement from Red Dot StorageIn our opinion, this felt like an unreasonable sum of money for an honest mistakeAs a result of this incident, Red Dot Storage has created a database audit process, which will ensure these mistakes do not happen againWe recognize that no customer should ever be inconvenienced or experience this level of frustrationWe acknowledge that the customer is not interested in our concession of two 10xunits at a rate of $for months, which represents total savings of $In attempt to find resolution, we agree to pay the $reimbursement for motel and fuel expenses, which were incurred by the customer

On Red Dot Storage representatives contacted the customer to inform them that the unit was found without a lockBecause there was no lock on the unit, the Red Dot Storage field representative placed a lock on the customer unitDue to the lock on the unit, the customer did have schedule an
appointment to meet with a representative to remove the lock and enter the unitAfter the customer determined that the unit was broken into and items had been removed, the police were contacted to file a reportDuring this time, as well a Customer Report of loss was received from the tenantOnce the information was received from the tenant, Red Dot Storage began the claim process to resolve the customer’s loss and concernsDuring the claim process the customer contacted the internal Red Dot Storage claims department for updatesAt the time, there were no updates available to give to the customer outside of the fact that the claim was under reviewThe customer could contact the claim department during this time and was given the information regarding the reviewUpon completion of the review, the customer was provided with final compensation and the claim was closedRed Dot Storage regrets that the customer had a loss and was burdened from the lossFurthermore, Red Dot Storage understands the concern the customer had with the length of the claims process and apologizes for the frustration the customer endured while going through this process

On April 10, Red Dot Storage received payment for the full balance on the accountThe overlock on the unit should have been removed on 4/13/but due to a failure on the account of a Red Dot Storage employee the overlock was not removedThe customer contacted Red Dot Storage on 4/16/asking for the lock to be removed by the next dayDue to a scheduling conflict a Red Dot Storage representative is not available until 4/20/After being advised by the customer this was not acceptable and would not work for their schedule, Red Dot Storage advised the customer that they may remove the lock from the unit themselvesAs a result of this issue the customer was billed for days they were unable to access the unit and incurred a cost to purchase a tool to remove the lock from the unitAs requested by the customer, Red Dot Storage has credited the customer’s next billing cycle in the amount of $The Red Dot Storage employees involved in this have also been re-educated on procedures and policies to prevent this issue from occurring againRed Dot Storage sincerely apologizes for the inconvenience this caused our customer and is working diligently to ensure this does not occur again

Complaint: ***
I am rejecting this response because: I had to discontinue conduction of business with Red Dot Storage due to their inept business practices and refusal to reconcile the situation by crediting my account for days I
was unable to access my personal belongingsI stopped doing business with Red Dot Storage on May (one week ago)For Red Dot to say that I am no longer a tenant is an easy ploy used to make this complaint disappearTo be absolutely clear: I was a tenant at the time of my complaint!
Sincerely,
* ***

Red Dot Storage provides self-storage units as well parking at facilities within the Mid-WestSome of the amenities provided as described on our website www.reddotstorage.com, are hour access seven days a week, security cameras and a full perimeter fence and gateThese are not guaranteed to
be provided at each facility but it is what can be offeredAny person renting with Red Dot Storage, whether it be a storage unit or parking spot, agrees to all termsIt is fully agreed upon that any Red Dot tenant uses the self-storage unit or parking space for storage purposesAccording to the lease the customer accepts full liability for all belongings, including vehicles stored at the groundsNowhere in the lease does it guarantee any certain degree of security to be provided by Red Dot StorageWhenever maintenance is needed, it is to be done at the discretion of Red Dot employeesSince maintenance can measure from simple to complex, third parties may be hired to complement such taskDue to this, estimated time of completion is not able to be provided to tenants Red Dot Storage can decide to modify or put up its own fences and gate systemsWhen this is done, in order for tenants to have access to their units a part of the gate will be left openThe facility will be left open until gate is fully functionalSince a third party has to be hired, timelines are very rarely given, since delays are to be expectedCustomer service is provided to all tenantsOur agents strive to do their best to assist all tenants with any issues they are having, especially with ones dealing with the facility itselfThe statements or answers provided are given to assure the tenants we are aware of issues and are seeking solutions or are working on themWe are glad to provide any information regarding the facility that is made available to Red Dot Customer Service AgentsRed Dot Storage is committed to make sure each facility is as secure as they can be madeWhen it comes to comments regarding gates Red Dot agents take them seriously and proper measures are made, yet each tenant is fully responsible for their belongings while renting with Red Dot Storage Sincerely Red Dot Storage Customer Operations

Red Dot Storage provides storage units on a month to month payment basisCustomers who store with Red Dot are welcome to store with us for any amount of months that is neededRed Dot tenants are not signed into contracts for an extended period of timeDue to fluctuations in operating cost Red Dot
may and does raise rates to current tenantsThe tenant is notified of any raise in rental cost Red Dot Storage also provides amenities such as gates and hour accessFrom time to time Red Dot does experience malfunctions with the gate that are beyond Red Dot’s controlRed Dot does leave the gate open for access and does its best to get the gates fixed in a timely mannerSince they do run on complex systems it can take some time and delays are to be expectedHaving a functioning gate is not part of what a Red Dot tenant agrees to pay for Red Dot Storage apologizes for any inconvenience the rates charges and gate issue may have causedWe are not able to change the rates but we would like to provide a $creditAs for the gates Red Dot is working diligently on getting them fixed Sincerely, Red Dot Storage Management

To whom it may concern, I want Red Dot to reimburse me for my time and money lost due to their poor business practices, as with my friends gas and time too! Red Dot storage had an ample opportunity to resolve this issue minutes after it arose and chose not to by telling me that they could not immediately return to unlock my unit! Because of this action that Red Dot chose to take, I had to drive back home from *** ** to *** *** **I was also not allowed to retrieve the proper forms I needed for my court date the following day! Therefore, Red Dot storage should be required to refund my lost expense/ If I must file a civil action against Red Dot then so be it, I will! But, Red Dot Storage was clearly in the wrong by locking me out of my unit with my vehicle backed up to the unit and knowing I was on the property!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

On Red Dot Storage representatives began contacting customers to notify them that parking spaces on the property needed to be vacated in order for updates to be made to the asphalt at the facilityThese updates are part of the process to address the different property upkeep issues that this tenant reviewed in their statementDue to the issues with the asphalt and in an attempt to have those issues resolved as quickly as possible, Red Dot Storage requested customers in parking spaces to vacate the property as soon as possibleDuring the process of contacting customers it was miscommunicated by Red Dot Storage that the customers would not receive a refund for the month of November after being asked to vacate the facilityAll calls that come into Red Dot Storage Customer Service are recorded and after review of the calls from 11.20.16, Red Dot Storage was able to listen to the call the customer referred to in their statementA synopsis of the call is written belowAt no time in the call the Red Dot Storage representative curse at the customer or raise their voice in any mannerThe representative did not however address the issue of the refund for vacating the unit during the callOn the tenant called and spoke with a representative and stated that his truck had some mechanical issues and he was not going to be able remove a snow plow from the spaceHe stated that he had another piece of equipment at the facility that he could use to move the plow to another location on the propertyThe Red Dot Storage representative advised the customer at that time that all of the equipment needed to be removed from the propertyThe customer stated he wanted to place his equipment next to a semi-trailer at the facilityThe customer then realized that the trailer was gone as the Red Dot Storage representative told him that all tenants with parking spaces were being asked to vacate the spacesThe representative advised the customer that we needed the items removed but asked that the tenant keep in contact with Red Dot Storage over the next few days while his truck was being fixed so that he could remove the plowThe customer asked if he could place the items next to a boat on the property and was again informed that all items in parking spaces were being removed from the propertyAt this time the customer stated he would see what happened with his vehicle in the shop and go from thereThe Red Dot Storage representative asked the tenant to provide Red Dot Storage with any updated and the call endedRed Dot Storage is aware that the necessary updates to the asphalt at this facility have caused frustrations for this and other tenantAs stated above, this is work that must be completed to improve the standards at this facility and are a part of ongoing property improvements that will decrease the issues discussed in the customer’s statementRed Dot Storage will issue a full refund for the month of November as well as the deposits the customer originally paid when they moved onto the propertyRed Dot Storage sincerely apologizes for the problems this has caused the customer and regrets that this situation occurred in the manner that it did

To date there has been no construction started on site we were told our spaces of equipment was to be removed or they would remove for us just another RedDot lie Plans for construction should have been shared with tenants so that there would have been time to find alternate
plans As it is extra expense was incurred for emergency storage for spots of heavy equipment.Was told construction was to start on 11/21/and everything had to be removed from promises before that date

Per Red Dot Storage policy, access to a unit can only be provided to the person named on the accountFurthermore access to a unit may be denied for non-payment by WI lawRed Dot Storage will provide access to the unit only to the person named on the lease for this unitRed Dot Storage
representatives have attempted to schedule appointments with the account holder to provide access to the unit but have been unable to do so. To resolve this complaint, Red Dot Storage is willing to meet the account holder at the unit and provide access after verification of that person’s identityOnce access has been provided the tenant may remove their items from the facility

On the customer made a payment on the accountAt the time of this payment the account was months past dueAs Rent for this account is due on the 1st the day following the payment the rent for the month of September was added to the accountWhen the customer attempted to access the unit
on there was still the September balance on the accountSince the payment made on 8.31.16, payment has not been made on the accountIf an account is more than days past due online and automated payments are disabled in the Red Dot systemWhen the customer attempted to make a payment online on and using the automated system on the account was more than days past dueWhen the customer spoke to a Red Dot Storage Representative, that representative advised this tenant that they would need to pay the balance in fullThe tenant wished to make a partial payment but was unsuccessful in doing so with the agent and ended the callThe customer then attempted to use the online chat feature to make a partial payment and was unable to do soThe customer also sent an email requesting a call to discuss payments on To resolve this issue Red Dot Storage is willing to waive the $in late fees on the account when the customer makes full payment on the accountWhen the account is paid in full, Red Dot Storage will again provide access to the unit

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***