Solid Ground Storage

First, I want to make it clear that the tenant is still under contractual obligation of the monthly rent on the unit due to the fact that the belongings are still in there I have not attached any documents due to the fact that there is personal information on them Should you choose to come by the office, we would gladly give you a copy of all the documents As of right now the balance on the account is $ This includes the rent, insurance, late fees for March and a Notice of Claim fee since it has gone back to foreclosure The following is a timeline of all events 9/14/ Rented unit A payment of $was made giving you a paid thru date of 9/30/10/2/Made payment of $ Giving you a paid thru date of 10/31/11/1/Spoke with Tenant and she stated that she would be in on the 2nd to make payment & do paperwork for switching unit11/16/Emailed past due notice11/27/Left message on voicemail12/6/ Left message on voicemail Emailed to inform her that the account was more than days past due and would be going to foreclosureReceived email from her stating that she was going to come by the office on the SatDec9, to switch over12/13/Left message on voicemail Sent Notice of Claim letter12/19/Cut lock and placed overlock1/9/Left message on voicemail1/15/Left voicemail & sent past due notice2/14/1st Public notice At this point there had been no payment made on the account since October until the past due amount of $was collectedReceived email from tenant demanding the money be put back in account The owner spoke with her mom and it was agreed that if the unit was cleaned out that she would have no problem splitting the cost with her and refunding some of her money Tried to call tenant to let her know that the lock had been removed and that the keys to her new lock would be in her file at the office No answer3/2/Sent past due notice Received email from tenant stating that she would no longer like to do business with us It was at this point I replied requesting that she sign an Abandonment form giving us permission to remove the items still in the unit3/8/Sent 2nd Notice of claim4/19/The auction is set for this date and money received from sale will go towards the balance on the account at that time and the account will then be closed

The mailing address we had on file was the same as what she had put on her paperwork when she moved into her unit She later moved and didn't update that information with usShe had origionally stated that she would be by the office on a Satto switch over her unit size and sign any changes We called to let her know that the keys to her unit we're here at the office in her file The keys to her new lock that was not accompanied by our lock This is all standard protocal in self-storage It clearly states in the lease agreement that the tenant must vacate the unit completely by removing the lock, notifying the Lessor with a written notice on day of move-out, and removing all debris and leaving the unit broom swept The tenant was already in default of her lease by not paying rent on the unit We tried to contact her on the same day we spoke with her mom but there was no answer The owner had discussed with her mom refunding some of her money but that was not something that she had to do She was trying to address her complaint while at the same time not overlooking the fact that the tenant was actually in default of her lease agreement and did owe the money If a unit goes to foreclosure and is listed at auction it is to recover any money owed by tenantIt was removed as soon as the balance was paid I do understand her frustration but it does not constitute her making statements that are un-true We extended a resolution to her in an attempt to resolve this issue and it was not acted on That does not mean that we scam people out of thier money and It concerns me that she thinks so We are not in the business of cheating people and that is why we have procedures in place that are beneficial for both the Lesee and the Lessor All of which are clearly stated in the lease agreement that she signed and was given a copy of I do apolagize for any un-fair act that she thinks may have happened

Complaint: [redacted] I am rejecting this response because: I would like to verify that this company will remove all of my personal information regarding my banking today 3/28/I do not care what else they are doing and do not wish to hear any more of their liesAs I stated before I will post comments regarding my experience with this company on any public review site I can findThis company should be ashamed to not debit a account for several months then debit over $at timeI have proof that my check is direct deposited into the same account since I started working here in With that being said please remove my bank information as of today Regards, [redacted]

Complaint: ***
I am rejecting this response because:
First the company entered my mailing address incorrectlyI advised the company that I can not meet them until after 6pmI can not remove anything because they have changed the locks to the unitThis company is every unworthy and should not be open to scam people out of moneyI would like for them to just refund my money and leave me aloneI have ask this company not to try to debit my account which they have as wellThe people there never spoke to me directly they spoke to my mother actuallyAt this time they did not do everything legally because my mothers name is listed on the paper work to contact and never not once did they try to contact my momI advised them when renting the unit I only needed it for weeks because I was waiting on my apartment The lady that was assisting me said that was fineI was never not once informed to return the lock or anything elseAll I am doing is asking this company to refund me my moneyNothing more or lessI am not going to settle for being ripped off for $I am a single mother of kids and every penny countsWhen I talked to a lady in the front office she told me that *** will call me backI never once received a phone call from herI asked was my things being removed from the foreclosure list and she advised me that no and they would be sold at auction on 2/28/I am not understanding if you foreclosed on my unit why did you debit my banking accountthat I was told would only be debited time not every monthI will not settle for nothing less the at 1/of the money being refunded back into my account,
Regards,
*** ***

The mailing address we had on file was the same as what she had put on her paperwork when she moved into her unit.  She later moved and didn't update that information with us. She had origionally stated that she would be by the office on a Sat. to switch over her unit size and sign any changes.  We called to let her know that the keys to her unit we're here at the office in her file.  The keys to her new lock that was not accompanied by our lock.  This is all standard protocal in self-storage.   It clearly states in the lease agreement that the tenant must vacate the unit completely by removing the lock, notifying the Lessor with a written notice on day of move-out, and removing all debris and leaving the unit broom swept.  The tenant was already in default of her lease by not paying rent on the unit.  We tried to contact her on the same day we spoke with her mom but there was no answer.  The owner had discussed with her mom refunding some of her money but that was not something that she had to do.  She was trying to address her complaint while at the same time not overlooking the fact that the tenant was actually in default of her lease agreement and did owe the money.  If a unit goes to foreclosure and is listed at auction it is to recover any money owed by tenant. It was removed as soon as the balance was paid.  I do understand her frustration but it does not constitute her making statements that are un-true.  We extended a resolution to her in an attempt to resolve this issue and it was not acted on.  That does not mean that we scam people out of thier money and It concerns me that she thinks so.  We are not in the business of cheating people and that is why we have procedures in place that are beneficial for both the Lesee and the Lessor.  All of which are clearly stated in the lease agreement that she signed and was given a copy of.  I do apolagize  for any un-fair act that she thinks may have happened.

Complaint: [redacted]
I am rejecting this response because:  I would like to see original documents because the address provided had the apartment number. It also was discuss about me only needing the unit for 2 weeks. I was never informed about turning in a lock. I am asking this company to refund at least half of my money they had no business debiting out of my account.
Regards,
[redacted]

Back in October Ms. [redacted] did let us know that she would be needing  a smaller unit.  I explained to her on the phone that it was totally possible but that she would just need to come by the office to sign any changes and to get switched over.  I didn’t hear from her again until Nov....

when she responded to a past due notice.  It was at that point she told me that she would come by on the Saturday following.  I confirmed our office hours for her at that time and told her we would see her then.  She never came by and the unit remained locked with her lock until we sent out a certified Notice of Claim letter.  At this point the lock was cut and one of our locks placed on it as per the lease agreement she signed. In December I spoke with her and she said that she did not realize the unit wasn’t emptied.  That she had entrusted a family member to remove the items and she said that she would have to ask if her Uncle would come and get them for her.  I explained the balance would have to be paid in order for us to remove the red lock since it had gone to foreclosure already.  On the 14th of February her auto-payment went through.   We have signed documentation with her lease agreement giving us permission to do so.  It’s not as if she didn’t owe the money for all the months she was past due.  When her payment went through the unit was removed from foreclosure.  It was at that point her mother called and talked to the owner about the items still in the unit and what we could do to give her the money back.  The owner told her that she had no problem splitting the charges with her as long as the unit was emptied.  After all, it’s not as if the money wasn’t owed for past due rent.  We never heard from her again until March 2, 2018 when she sent an email about no longer wanting to do business with us.  I then emailed her back requesting that she sign an abandonment form giving us the authority to remove the items without having to go through the foreclosure process again.  Costing us even more money for certified letters, newspaper notices and the past due rent that is still adding up. She had more than 3 weeks to come and get her things after the balance had been paid.   All she had to do was come and remove all of 3 or 4 items and she would have been given a refund.  By law we cannot just go in and remove something if it has a value and we do not offer disposal services for our tenants convenience.I feel like she wasn’t prepared to acknowledge the rental agreement she signed and hasn’t been completely honest about this whole thing in the first place.  We have never refused her assistance and we do have documentation to show that everything we did was legal and justified.  Thank You,

First, I want to make it clear that the tenant is still under contractual obligation of the monthly rent on the unit due to the fact that the belongings are still in there.  I have not attached any documents due to the fact that there is personal information on them.  Should you choose to come by the office, we would gladly give you a copy of all the documents.  As of right now the balance on the account is $198.00.  This includes the rent, insurance, late fees for March and a Notice of Claim fee since it has gone back to foreclosure.  The following is a timeline of all events 9/14/2017  Rented unit.  A payment of $103.20 was made giving you a paid thru date of 9/30/2018. 10/2/2018 Made payment of $138.00.  Giving you a paid thru date of 10/31/2018. 11/1/2018 Spoke with Tenant and she stated that she would be in on the 2nd to make payment & do paperwork for switching unit. 11/16/2018 Emailed past due notice. 11/27/2018 Left message on voicemail. 12/6/2018  Left message on voicemail.  Emailed to inform her that the account was more than 30 days past due and would be going to foreclosure. Received email from her stating that she was going to come by the office on the Sat. Dec. 9, 2017 to switch over. 12/13/2018 Left message on voicemail.  Sent Notice of Claim letter. 12/19/2018 Cut lock and placed overlock. 1/9/2018 Left message on voicemail. 1/15/2018 Left voicemail & sent past due notice. 2/14/2018 1st Public notice.  At this point there had been no payment made on the account since October until the past due amount of $657.00 was collected. Received email from tenant demanding the money be put back in account.  The owner spoke with her mom and it was agreed that if the unit was cleaned out that she would have no problem splitting the cost with her and refunding some of her money.  Tried to call tenant to let her know that the lock had been removed and that the keys to her new lock would be in her file at the office.  No answer. 3/2/2018 Sent past due notice.  Received email from tenant stating that she would no longer like to do business with us.  It was at this point I replied requesting that she sign an Abandonment form giving us permission to remove the items still in the unit. 3/8/2018 Sent 2nd Notice of claim. 4/19/2018 The auction is set for this date and money received from sale will go towards the balance on the account at that time and the account will then be closed.

Complaint: [redacted]
I am rejecting this response because: I would like to verify that this company will remove all of my personal information regarding my banking today 3/28/2018. I do not care what else they are doing and do not wish to hear any more of their lies. As I stated before I will post comments regarding my experience with this company on any public review site I can find. This company should be ashamed to not debit a account for several months then debit over $600.00 at 1 time. I have proof that my check is direct deposited into the same account since I started working here in 2016. With that being said please remove my bank information as of today. 
Regards,
[redacted]

As soon as the auction closes she will be moved out and the account closed.