Red Dot Storage

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.
How soon can we expect the check?
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I waited on a phone call to get the new gate code since its been changed with out notice. Went to facility and of coarse no one was thee so no way to add a lock. Was supposed to have new gate code texted to me by customer service and of coarse never happened. I have made an appointment for monday, hopefully someone shows. I will get all my belongings out and will recommend no one use red dot storage.
Sincerely,
[redacted]

On 6.28.16 a red Dot Storage representative was completing a walk through of the facility and found unit L64 without a lock. The representative created a task in the Red Dot Storage system to determine what the status of the units was. On 7.15.16 the task was updated by another Red Dot Storage...

representative, determining that the unit had been abandoned by the customer as it was open and payment had not been made on the account and there was not a lock securing the unit. The items were removed from the unit on 7.25.16 by the first Red Dot Storage representative. On 8.31.16 A Red Dot Storage representative was completing an audit of the walk through at the facility and determined that there had been a mistake made regarding the unit. At this time the representative contacted the customer to inform them of the mistake made. At this time the representative was also attempting to determine what was in the unit so Red Dot Storage could identify the best course of action to take. After reviewing the information from the customer and the internal process that led to the issue being present, Red Dot Storage provided the information to an external insurance representative for Red Dot Storage. This third party representative reviewed the information and determined that the appropriate course of action was to file a claim for the customer’s loss. The third party representative then took the information provided and delivered it to their own internal departments to resolve. During this time the customer contacted Red Dot Storage to determine what the status of the problem was. As this was with the third party company, Red Dot Storage was unable to provide any updates. On 10.24.16 a representative of the third party reached out to again determine what the cause of the loss was. At this time a Red Dot Storage Representative provided all information to the third party representative. This third party representative has taken over the case and stated they will reach out to the customer. If they have not contacted the customer, Red Dot Storage can provide their contact information to the customer. Red Dot Storage greatly regrets the chain of events that have compiled to create such a level of frustration for this tenant. Furthermore Red Dot Storage is dissatisfied with the length of time that has passed to find a solution for this customer. Because of these issues Red Dot Storage has updated its policies and procedures to ensure that an issue of this nature does not occur again.

On July 25, 2016 Red Dot Storage received a call from the customer stating that they were vacating the unit and during the process discovered there was damage to some of their items in the unit. The Red Dot Storage policy when damage is discovered to items in a unit is for the customer to file a...

claim with their insurance provider. In this case the customer should have been advised to contact their provider to make a claim. Red Dot Storage sincerely regrets the damage to this customer’s items and in an effort to resolve the issue to the customer’s satisfaction, Red Dot Storage will issue a check to the customer for two month’s rent.

When Red Dot Storage rents out a unit to a tenant, it is required for the unit to have a lock on it, if any belongings are placed in it. Per Red Dot Storage policy, a Red Dot Storage Facility Supervisor checks all units and if there is one...

without a lock, it will be overlocked, to ensure the protection of the tenant’s goods. Once the tenant puts their own lock and notifies Red Dot Storage, the Facility Supervisor will remove the overlock during their next site visit.                 Due to the issue that was created Red Dot has placed a credit on the tenants account for the requested amount of $35.93. As for the request of speaking with management, the representative the customer spoke with is a Property Manager. Red Dot Storage apologizes for the account and unit issue and any inconvenience it has caused.  Sincerely, Red Dot Storage Customer Management

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]
ps I firmly believe Property Storage had our correct address at turnover as it is quite clear on the contract copy we have.  I believe that Red Dots employees inputted the data incorrectly creating the problem. Further, since the correct phone number was in their possession, why did they not make other calls between 2/11 and 4/12? I will look forward to the check.  I unlocked and vacated the unit by Sunday, 4/17

As previously stated Red Dot Storage is working to resolve the issue with this gate as soon as possible. Regarding the conversations, the customer has had with the customer service team, there is no other information the Customer Service representatives can provide. Red Dot Storage is working to resolve the issue with the gate. The customer’s concerns have been escalated to the appropriate departments. Red Dot Storage realizes and regrets that there has been an issue with this gate for an extended period and will continue to work on this issue and get a solution as quickly as possible. Red Dot Storage apologizes for the issues this has caused for this customer.

Red Dot Storage provided a lease to the customer on 2.6.17, in addition to the lease a Red Dot Tenant Protection notice was sent on 2.10.17 informing the customer that they would be enrolled in the Red Dot Tenant Protection Plan if no proof of insurance was provided by the enrollment date. Per Red Dot Storage policy all tenants are required to have some form of protection on their account. If the customer no longer wishes to be enrolled in the Red Dot Tenant Protection Plan, they can provide proof of coverage and will no longer be billed. Red Dot Storage does not provide refunds for being enrolled in the plan when a tenant has not provided proof of coverage to a Red Dot Storage representative.

When the customer rented a unit from Red Dot Storage the onsite kiosk did malfunction and the payment was not correctly applied to the account. When the customer spoke with a Red Dot Storage representative they were informed that the payment would be applied to the account once the cash in the kiosk...

was reviewed. Due to the error in the kiosk the cash was not reported and was not applied to the customer account. This brought the account past due and the unit was locked due to this. The customer contacted Red Dot Storage and the representative had the fees removed from the account and the lock was removed. Red Dot Storage apologizes for the error that caused the lapse in the customer account due to the kiosk error.