Red Dot Storage

Red Dot Storage was notified by the customer that payment had been sent via mail, after the customer received a notice stating the account was past dueAt the time the customer was notified that the message is automated and to disregard if the payment was being mailedA second automated
message was sent out telling the customer the account would go to collections if not paidThe payment the customer mailed was received the next dayIn the second message, the customer was notified that the account would be sent to the Red Dot Storage collections departmentThis is an internal department and the information from this department has not been reported to any credit bureauRed Dot Storage apologizes for any confusion the customer had from the automated messages they receivedRed Dot Storage has received the notification from the customer that they will be vacating the unit on

Update only on: Credit Red Dot promised for rent I paid to them in order to get the two "self storage units" assignedOn Friday, 12/11, Red Dot management promised over the phone to credit me the $per unit I paid ($prorated for the rest of December)As of today, I still have NOT received any creditMy charge card does not show any pending Red Dot credits (and my two $payments have posted to my charge account)So far, on top of everything else, the credits Red Dot promised do not really exist either

Red Dot does provide a courtesy period of five days to make the payment and still be considered on timeIf the payment is not paid during that time a late fee of $will be charged on the sixth dayIf the payment is not made within fifteen days after the initial charge an additional late fee
of $will be applied. When a prospective Red Dot tenant rents a unit they are provided a leaseIn the lease the date is stated when the rent will be due each month, along with the terms and penalties of making a late paymentRed Dot apologizes for any inconvenience this may have causedRed Dot does agree to the terms of the tenant and would like to provide a credit of $to cover the second late fee Sincerely Red Dot Storage Management

Initial Business Response /* (1000, 6, 2015/10/01) */
Upon receiving notice that the certified check was not received, our payment processing team went to the post office to determine the location of the check. The post office was able to search for and retrieve the check. The payment processing...

team was then able to apply the payment to the customer's account.
After this issue was resolved we reached out to the customer on October 1st to advise the check has been received and the payment has been applied. The customer advised that they have received the leasing agreement as well. We confirmed with the customer that there were no additional concerns with the account.
Initial Consumer Rebuttal /* (3000, 15, 2015/12/03) */
Failure to collect and credit payment at kiosk at loc [redacted]
Red Dot has failed to collect and credit payment for space[redacted] twice in three months. previous complaint #[redacted] (9/25/15). On 10/29/2015 I deposited check # [redacted] for $39.00 into kiosk at RD#**. this chck has NOT yet cleared my bank. Received email on 11/1/2015 from RedDot that I owed two months rent plus late fees.
please correct billing errors and send hard copy of contract. (third request)
Final Business Response /* (4000, 20, 2015/12/23) */
The customer informed us that they had placed a check in the kiosk that was not processed. We explained to the customer why the payment did not go through due to how it was placed in the kiosk. We educated the customer on how to make a payment going forward.
At this time we advised the customer we will retrieve the check in question and apply it to the account. Before we were able to apply the check the customer had paid using a card.
Due to the issue we waived the late fees that the customer paid and have waived the remainder of the January rent on the account.
During a previous interaction with the customer we were informed they have received the lease however we have mailed another copy as of 12/23/15.

Complaint: [redacted]
I am rejecting this response because it is just an excuse.  It doesn't take this many months to secure a property.  You shouldn't have removed the current secure entry until you were ready to put your own new security system in place.  It is obvious you will not accept any responsibility or blame here so we are done with this.  I still refuse to accept your excuses as they are just that - excuses.  In the meantime, my $175k motorhome is sitting in an open facility now which subjects it to vandalism.  I'm sure if that were to happen, Red Dot would be the first to claim no responsibility for that situation whatsoever.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 7, 2015/07/23) */
Have cleared up the problem, somewhat. They made a direct payment plan so I wouldn't have to send a check in. Sent the first payment, they said they would send confirmation when received. No reply. Now new problem,
They activated the security...

gate and didn't send a code to me. Called and got a real person and they gave me a code. Its was too many numbers 9.
Lucky for me another person came there an let me it. The code is only 4 numbers. What a place Cant believe they are in business.

Complaint: [redacted]
I am considering the company response not satisfactory for now - until I actually receive the $300 reimbursement they now say they will give me.   The following is also contained in the attachment - in case it is helpful for the Revdex.com to have my reply as a Word .doc. I am glad Red Dot Storage (hereafter referred to as RDS) now says they are going to reimburse me the $300 their errors cost me.  But since they have made promises before that were not kept (see my original complaint), I choose “not satisfactory” regarding their response for now.  I request that the Revdex.com keep the case open until I receive the reimbursement.  Then I will be satisfied, because in addition to the reimbursement, it now seems that RDS is going to address, or has addressed, one of the major causes of the issues, in hopes that future customers do not have similar bad experiences.  I’m sorry to say that I cannot accept many things that are in the RDS response, because they simply aren’t true.  Due to the nature and number of incorrect/untrue statements in the RDS response, it is difficult for me to believe that they are wrong about so many things solely because so much time passed before they responded.I have provided the Revdex.com with documents that support and prove my version of events – outlined in my original complaint in December 2015, and what I say now.Contrary to what RDS now says, I did NOT ask for both the $300 reimbursement AND for RDS to give me the $80/month rate for 12 months.  Rather I asked for what they originally promised: $80 for 6 months.  I also only sought the $300 reimbursement because Red Dot’s final offer fell short of what they originally promised (because I wouldn’t accept it), and never insisted otherwise.  Their final offer, also contrary to what they say in their response, was $80/month for 3 months (not 6 months) and then the rate would go to whatever their regular rate is after 3 months. Plus I would then also be subject to their real rate increase policy (as large as they want, as often as they want).   The Revdex.com has an eMail (dated 12/5/15) detailing and confirming the rate increase policy that they originaly told me would only occur every six months.  The Revdex.com also has an email (dated 12/11/15 = the same day as RDS final offer) in which I detail my expenses they caused that totaled $300, and notes what their offer truly was…12/11/15 email excerpt: “…My expenses: Gas - RT from Minnesota: $125  + hotel $150 + 2 locks purchased and opened: $25 =  $300 total…”  If RDS had made me an offer I accepted, it wouldn’t make any sense for me to also seek reimbursement for the $125 gas (because I planned on having that expense when I thought I was getting the rate and increase policy they promised – and is what I was asking that they honor).  It also wouldn’t make sense for the 2 locks, because then I would have used them.  If RDS would have honored what they originally promised, I perhaps only would have been justified asking for 2 of the 3 prepaid hotel nights that were wasted.Another 12/11/15 final email to RDS word-for-word excerpt: “…Thank you for at least offering something a little better today. However, as you know, my belongings are currently at a nearby competitor facility and in 3 months time (GOES TO 179) I would be paying Red Dot more than I am currently paying for storage (same square footage).  After 8 months time, my aggregate storage cost would start being higher at Red Dot.  So, it makes no sense to accept this offer...”….Clearly their offer was $80 for 3 months (then to reg rate of 179), not for 6 months like they repeatedly say in their response.  And again, it wouldn’t have been justified for me to ask for $300 in addition, as they also now say. I also must say that RDS could have easily corrected the trigger events long before it caused me so much pain, aggravation and a lot of wasted time. Here is what actually happened, in mostly chronological order.  There will be repetition with my original complaint, but in light of the RDS very inaccurate response, I thought another presentation, with additional information, would be helpful now:RDS purchased the Gurnee IL facility in May 2015.  So they had several months to simply have someone walk the not-so-large facility, with a hard copy of the computer data, to ensure the data/units being offered on their website were accurate.  Seems this would not be a very long or costly project.Approx Sept or Oct 2015, a customer expected to get a storage unit for $80 per month, but found after he arrived at the facility and completed the contract at the self serve Kiosk, that there really was no storage unit for the attractive $80 rate – it was for a parking space.  He spoke with the RDS customer service supervisor, who rectified the situation to the customer’s satisfaction.  However, the customer only lived within 5 minutes of the facility.A couple months later, in December 2015, the same problem described in 2. above happened to me, at the same location.  Except instead of 5 miles, I drove 400 miles to get to Gurnee, IL.  Also, on 12/4/15, days before I made the trip, I phoned RDS customer service to confirm that the advertised storage unit and very attractive rate was correct. (The service rep enthusiastically promised YES!)Why wasn’t the website offering corrected in the two months or so after the same thing happened?  Well, RDS customer service said that it takes a long time for corrections to be made in the system.  For a business that considers itself as having wonderful technology that enables great storage solutions to be offered, I find it hard to believe that a well run company couldn’t make the changes needed within a few days, if not within a few hours.  Furthermore, it is the the same customer service supervisor who addressed the problem, and so he absolutely knew of the issue back in Sept/Oct and at least could have verbally, or with a memo alert, or on a staff announcement board, etc, inform his customer service staff that their website has these errors.  (The staff size is small, with only a half dozen or so reps.)  That way, when I called to confirm the rate and storage unit type, they could have said NO – and that would have prevented a big headache for me that also negatively affected others around me who adjusted their plans so that I could travel to Gurnee and transfer my belongings from a nearby storage facility. Also on 12/4/15, RDS customer service told me their rate increase policy was: if there is a rate increase, it happens every six months, starting from rental start date, and is like about $5/month (the units I reserved were priced at $80/month). Later that day, I asked for the rate increase policy in writing, but RDS said they did’nt have a written copy of their policy that they could provide to me, rather the written policy would be in the contract I would get when I completed the reservation in Gurnee IL at the self serve Kiosk.  Also on a call on 12/4, I described the rate increase policy I heard from the first customer service rep, to a second rep, because I wanted more confirmation that this was their true increase policy before I drove 400 miles.  (this is when I asked for the policy in writing) The second rep put me on hold, then said she conferred with management and the policy was indeed as the first rep told me (and that they provide 2 months advance notice of any increases) and that if there are any discrepancies later, they have recordings of these phone discussions (because they supposedly record all of their calls) So they could retrieve the recording to verify what they told me if there ever was a problem.On 12/4/15, I made a reservation for two storage units (indoor).  The Revdex.com has a copy of the reservation.On 12/5/15, I composed and sent an email to RDS detailing what they said their rate increase policy was.  The Revdex.com has a copy of this email, in which I wrote that the email purpose was a confirmation of RDS stated policy.  On 12/10/15, in the morning, I completed my reservations on my own, at the Gurnee RDS self serve Kiosk (RDS facilities are unmanned), contracts printed out (Revdex.com has a copy), unit numbers were assigned.  (NOT ACCURATE: I “tried to complete the rental with one of their customer agents” as RDS says).  The Revdex.com has a copy of the RDS contract that printed out.  The rate was $80 per month, but the 28th paragraph/clause of the fine print contract states what their rate change policy really is, and it was not at all what I was promised: contract allows them to be able to change the monthly rate as much as they want, and as often as they want, with 30 day’s notice. Sure seems like bait and switch to me.  So that was the first of several very disappointing experiences with RDS.Well, I had already driven 400 miles, and checked into a hotel.  Plus, I hoped I could rely on RDS customer service, and our recorded discussions, as proof of what I was promised – like they told me I could.  I was assigned two storage unit numbers so I next went to take a look at the units, only to find that none of the units had the #’s I was assigned.  I phoned RDS customer service to tell them my problem, but they were no help.  After several trips around the property, I finally noticed an old faded sign on a boundary fence that appeared to have my assigned number on it.  However, this was an outdoor PARKING space (and there was even a vehicle parked in it).  I assume the parking space next to it was the other indoor “storage unit” assigned to me, but there was no number sign on the fence.The kiosk had a help call button, which connected me to an RDS outsourced call center.  (I brought the problem to attention RDS customer service, and to the call center’s attention – NOT the other way around like RDS says). The agent said that there should have been a map of the facility that printed with the contract that I could refer to, but there was no map. The call agent also said something like: this happens a lot and that she would get a message to the appropriate person or persons at RDS and have them call me.  I then also tried phoned RDS a few times directly, but no one was available to take my call, so I had to leave a message in their general voice mail.  Later in the day, RDS customer service phoned me back.  They did not know anything about the problems I encountered (so it seems talking to the kiosk call agent was a waste of time).  After I explained the situation, the rep spoke with the customer service supervisor, then phoned me back and said they would be happy to rent me two indoor storage units at their regular rate of $179/month per unit (not the $80/month they advertised and I reserved – sure seems like bait and switch to me).  The rep said that is all the customer service supervisor said he could do (= take it or leave it).Of course I wasn’t satisfied with that response, so I asked RDS customer service for the contact info for management above their supervisor. The Revdex.com has a copy of two of my emails requesting this – both dated 12/10/15.  RDS did not reply at all to my requests.12/10/15 evening: On my own, I found a way to send an email to the RDS CEO (it’s a small staff/company and I think the CS supervisor reports to the CEO).  In the email, I explained my awful experience thus far and asked for help.  12/11/15 mid-morning: I phoned RDS to see if there was any change in their position.  I have the name of the customer service rep I spoke with, and can provide it to RDS management.  I also have the names of the two different reps who confirmed the rate and told me/confirmed the rate increase policy the day I made reservations on their site – so RDS management can listen to the phone recordings – and they will hear this for themselves.  The rep said, that the CEO said, that they would rent me two indoor units at the $80 rate, FOR 3 MONTHS (not 6 months like they now say) – and then my rate would go to their regular rate ($179 at the time, but could easily be higher after 3 months) – and I would be subject to the written rate change policy in their contract (again – they can raise as much as they want, as often as they want, etc).  I indicated I simply wanted two of the things they originally promised to me: $80 rate for 6 months – ( 6 months because that’s what they promised was the time period before any potential increase).  I didn’t even bring up the fact that I was told increases would only be like $5/month – knowing by then that what customer service originally told me was wrong (Bait?!), I then thought a $5 increase would be unrealistic and so I didn’t ask for it.  I did say that what they were offering would cost me more that what I was already paying for storing my stuff where it was.  If that is all they were going to offer, I would decline but that I then would want to be reimbursed the $300 in expenses they cost me.  The rep said she would tell the CEO what I said.  Later that day, I spoke with the CS supervisor, who said that the offer the rep told me earlier that day ($80 for 3 months, then goes to regular rate, and subject to their “we can raise rate as much and as often as we want” policy) was all they were going to offer.  He really did not seem to listen to much of what I had to say.  But I’m certain at least he understood I was not going to accept their offer. (which, again, was NOT for 6 months like they now say)AFTER I DECLINED their offer, I then asked for reimbursement for the $300 they cost me, but all he would say is: “We don’t reimburse for moving expenses”.  Up to this point, I NEVER said that I wanted the $80 rate for 12 months.  I only ever asked for what they originally promised (6 months).  This was the last phone contact I had with RDS.12/11/15 afternoon: I composed the email below and sent it to RDS management.  By the time I wrote the email, I had a little more time to consider all that had happened, and put more of a pencil to the numbers, and thought about all the aggravation I endured, and my time wasted, and for a couple other reasons, I decided that by then only way I would have stored at their facility is if they would lock the $80 rate for 12 months.  Prior this last email I sent to RDS, I did NOT ask them for a 12 month rate lock (again contrary to what they say in their response).12/11/15 Last email to RDS – sent the same day of their unacceptable offer (Revdex.com has a copy):“Claim for what Red Dot errors cost me: (All Non-Moving - I am not moving as [redacted]the customer service supervisor[redacted]stated on the phone today)  Rather, I was going to transfer my belongings from one storage facility to Red Dot because of your clearly advertised and contracted and agreed upon and confirmed rate for at least 6 months.Gas - RT from Minnesota: $125  + hotel $150 + 2 locks purchased and opened: $25 =  $300 total.  Mail reimbursement check to my home address in MN which is on the storage contracts: [redacted] MN 55429Excludes considering a great deal of aggravation.BTW - Thank you for at least offering something a little better today.  However, as you know, my belongings are currently at a nearby competitor facility and in 3 months time I would be paying Red Dot more than I am currently paying for storage (same square footage).  After 8 months time, my aggregate storage cost would start being higher at Red Dot.  So, it makes no sense to accept this offer. At this point, I would only have considered an offer of Red Dot honoring your advertised and contracted and confirmed rate for 12 months.”  …No reply from RDS to this email, either.    12.   12/12/15 - I filed my complaint with the Revdex.com, who contacted RDS a few days later and asked for a response.
Sincerely,
[redacted]

When Red Dot Storage purchased this property, the existing gate system did not match the Red Dot Storage requirements. Due to this, Red Dot Storage removed the existing gate system and began the process of replacing it. This process does take time to complete and in order to provide customers with access to their belongings, the gate is left open. Red Dot Storage realizes that this is a concern for this tenant and is working to resolve the gate issue for this facility as soon as possible. Despite the gate being open, Red Dot Storage works to ensure that the site remains secure. Red Dot Storage apologizes for the length of time this gate has been open and is focused on completion of this system.

Per Red Dot Storage policy if a tenant does not place a lock on their unit, a Red Dot Storage representative will place a lock on the unit to secure the items inside. This lock will not be removed until the tenant places a lock on their unit. In this case the tenant did not have a lock on the unit when the Red Dot Storage representative visited the property. Red Dot Storage has been in contact with the customer and is working toward a resolution to this issue with the customer.   Sincerely   Red Dot Management

Complaint: [redacted]
I am rejecting this response because: A lease was never sent to me, nor was any such stipulation ever mentioned to me when I called to set up my direct debit. I request that they provide me with any lease I may have signed.
Sincerely,
[redacted]

On February 22, 2016 Red Dot Storage was contacted by the customer regarding the late fees on their account and the balance. At that time the customer was informed that the card on file for automatic payments was being declined for payment causing the account to come past due. The customer was...

receiving monthly emailed invoices and had been notified of the past due account balance, yet no action was taken to bring the account current. In the interest of helping the customer resolve the account balance, a Red Dot Representative waived the current late fees on the account. The customer was also advised to contact their bank to determine the reason the card was declined. Red Dot Storage had no further contact with the customer and the card on file was still declining when attempting to process the payment. Due to the outstanding balance on the account, Red Dot Storage scheduled the account for auction. Scheduling the auction caused a default notice to be sent to the customer and a lien fee to be applied to their account. The default notice and the sign at our facility had phone numbers that were no longer in service. However, the monthly invoice sent to the customer and the website have numbers that the can be used to contact the facility in addition to an onsite kiosk that customers may use to call Red Dot Storage. On April 18, 2016 the customer called Red Dot Storage and made a full payment for the balance on the account. On April 20, 2016 the customer contacted Red Dot Storage again due to the gate code not working. At this time, the customer informed the Red Dot Storage Representative about the phone numbers not working. During this call an appointment was scheduled for April 22, 2016 to meet a Red Dot Storage Representative to provide access to the unit and allow the customer to vacate the unit on Saturday April 23, 2016. Red Dot Storage apologizes for the trouble the customer faced in contacting us and has taken steps to ensure the information on the site and in the notifications is correct. Red Dot Storage cannot refund the customer’s fees because the account was past due at the time they made the agreement to pay and move out immediately.

Red Dot Storage regrets the customers concerns regarding the gate at this property. When the gate began to malfunction, Red Dot Storage representatives worked to resolve the issue. Because of the security concern, Red Dot Storage increased its patrols of the facility. If there is ever an issue with...

a gate or with security at a facility, Red Dot Storage makes security the priority. On 2/13/17, Red Dot Storage received an email from this customer stating that they had vacated the premises. In the email the customer requested that they receive a full refund for the month of March. Red Dot storage processed this request at that time and also prorated the month of February’s rent as well. A check was issues to the customer for the prepaid funds. Red Dot Storage regrets that the issue with the gate caused this customer to feel that their belongings were unsecure. Red Dot Storage takes the security of all of its properties very seriously and is continually working to ensure the security at this and all properties.

Red Dot Storage takes the security of every property very seriously. In some cases there may be issues that occur with gate equipment. In these cases Red Dot Storage representatives work to maintain security at the property. Red Dot Storage is aware of the issue with this gate and is working...

diligently to resolve the issue as quickly as possible.   Red Dot Storage apologizes for the concerns this has brought up for this customer and will continue to make resolving this a priority.

After purchasing this property, Red Dot Storage spoke to the customer and discussed the change in ownership for the facility. During this discussion, the lease was sent to the customer. The lease it states that per Red Dot Storage policy, some form of protection must be placed on the account. If no...

coverage is provided by the tenant then they will be enrolled in the Red Dot Storage Protection Plan. No coverage was provided by the customer and they were automatically enrolled in the Red Dot Storage Protection Plan. Per the guidelines of the lease, tenants are required to have coverage on their items. If the customer provides proof of their own coverage the Red Dot Storage Protection Plan will be removed. Per the Red Dot Storage policy, the customer will not be refunded for the auto enrollment of the Red Dot Storage Protection Plan.

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

FYI - At the kiosk, I also had to pay for one month's prorated rent ($80 prorated) in order to get assigned the two storage units (that turned out not to exist). At least Red Dot appears to be in the process of crediting this expense back to my credit card.

Please strike my update earlier today regarding credit for rent I paid to Red Dot for storage units that did not exist. My oversight. I double checked my credit card transactions and found the two credits. However, all of the other issues with Red Dot remain unresolved.

On July 1, 2016 Red Dot Storage discovered an issue with payment processing. A third party company who processes customer payments had an error causing them to remove payments from customer debit/credit cards but they were not applying the payment to customer accounts. Due to the sheer volume of...

payments Red Dot Storage was forced to wait for the third party company to provide the payment information for all customers who were affected. During this waiting period some customers received predesignated messages stating that they were behind on their payments. For this affected customer the payment was reversed in the middle of the month once the payment was located. There was no report made to credit reporting agencies about this customer’s account.

Hello,This person is no longer a tenant of ours. Thanks,

On 4.12.17 the customer went to the property with the intention of entering the unit despite the account being overdue. The due date on the account is the 2nd of every month. When the customer went to the facility the account was 10 days overdue. When getting to the property the customer did speak...

with the Facility Supervisor. At this time, the Facility Supervisor did place a lock on the customer’s unit. The Red Dot Storage Facility Supervisor was not acting with malice to the customer by placing the lock on the unit, she was following Red Dot Storage policy as stated in the leasing agreement. As of 4.21.17 the customer has not paid the balance on the account and access is still denied to the unit. Red Dot Storage representatives have been in contact with this customer on multiple occasions and have advised the customer that upon payment for the balance on the account, the lock will be removed. Per Red Dot Storage policy as described in the leasing agreement, payment must be received for access to the unit to be provided.