Stop & Stor

My family had a good experience until it was move out day The "customer service" rep denied us access into the facility with our truck that was previously in the facility times We payed for a premium unit on the ground floor because we wanted the convenience of drive up access They could not give me an intelligent answer of what the height restriction was for a truck and it just seemed like an arbitrary decision Basically, their advertising is false! Taken directly from their literature: Every Stop & Stor building has separate loading docks and an easy to use 'CUSTOMER DIRECT DRIVE THROUGH BUILDING' weather-proof roadway It means you'll be in and out fast, which means you'll save something even more valuable than money....Time! Well 1.They have no separate loading dock (That is an outright lie.) 2.The street that we had to park our truck on was not weather-proof Add to that it was degrees when we were moving made a bad experience a nightmare Not only did I not save money.....my family wasted time carrying things back and forth an extra feet I'm extremely disappointed and will NEVER USE STOP & STOR again, nor would I recommend it to anyone

Response to Complaint:*** *** *** has not responded to the Manager's calls and has not granted Stop & Stor access to make the repair. We believe *** *** is trying to get another free month and is purposely not complying to our phone calls or adhering to our requests. On 7-*-the Manager Dorothy, called and spoke to *** ***. She asked why she wasn't responding to any of the voicemails that were left. *** *** stated she received the messages for her to call the facility but didn't call because Dorothy didn't state why she was calling. Dorothy also stated to *** *** that she was shown the unit before renting the unit and the light was fine in working order. *** *** stated that it may have been working and that the movers, she's not sure , may have broken it. She stated but it's not her fault because she didn't deliberately break it. Stop & Stor isn't even charging *** *** for the repair of the fixture even though the movers she hired or herself had broken the fixture. I tried to go above and beyond and arrange for a Saturday repair only to get rejected by *** ***. She stated to Dorothy that she isn't available on the weekend for the next two or three months. Once again, Stop & Stor is waiting for access to the unit in order to fix the damaged fixture that was broken during the time *** *** was moving into the unit Sincerely,Richard D* ***District ManagerStop & Stor

[redacted] rents unit [redacted] at our [redacted]e Location of Stop & Stor. [redacted]'s monthly payment due on the first of each month is $141.00. [redacted] came in to make a payment of $100.00...

towards her storage account on March [redacted], 2014. At this point in time [redacted] had a past due balance of $542.00, she is behind in her rent for the months of January, February and March of 2014. The unit is scheduled to be auctioned on April [redacted], 2014. The New York State Lien Law section 182 states that when someone is 35 days late you can begin the auction process. Stop & Stor didn't begin the auction process for [redacted]'s unit until she was 80 days late. Stop & Stor's Delinquent policy is the following: Rent is due on the first of each month, a late fee of $15.00 is added on the 6th of the month when the rent for the month isn't paid in full. On the first of the next month another rent charge I s due for the new month and is added to the previous balance. The customer can pay any increment on their account up until the [redacted] of the second month past due. On the [redacted] of the second month behind in rent, the customer has to pay a minimum of 70%, that is of their current balance and adding to that balance next months rent or they can pay their current balance in full. When the unit goes into the third month of non-payment, a $75.00 lien fee will be added sometime during that third month and the unit will be sold for non-payment the next month. The $75.00 lien fee was added to [redacted]'s account on March [redacted], 2014. On March [redacted] when [redacted] came in to make her payment of $100.00 she was 22 days late into her third month. [redacted] was informed that the minimum payment that could be accepted was 70% of her balance which was $379.40 rounded to $380.00. We informed [redacted] that we cannot accept $100.00 payment. On April [redacted], 2014, [redacted] returned to make a payment in the amount of $280.00. At this time April's rent and April's late fee was added to her previous balance bringing her total balance to $698.00. The minimum payment that could be accepted at that time was (70%) $488.60 rounded to $489.00 which [redacted] was informed of. [redacted] left without making a payment. After receiving this letter from Revdex.com, I personally called [redacted] to discuss our policy and inform her that she needed to pay 70% of her current balance ($698.00) which is approx. $490.00 at the very latest by 10:00am on April [redacted], 2014. She was also informed that if she failed to do so we will sell her belonging's that are being stored inside unit [redacted] on that very day, April [redacted], 2014.
Respectfully,
[redacted]
[redacted]
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because :Repair  were never done .Business refusing to give compensate.Businesss notified me to late  to give access to unit  for electrician .(need at least 72hours).Buisness is delaying  purposely repairs ,because they can charge me  extra late fee . I did notified buisness on May **-2018 I will  not pay for June if light won,t be  repair,Response  by manager is mostly lieBuisness doesn,t care about anything else ,but money.I do expect  have repair done ,  additionally apology from manager  for these wrotten lies about myself in this letterThank you.[redacted].   
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

RE: Complaint ID# [redacted]   Response to complaint referenced above.   [redacted] rented a storage unit at our Fresh Pond Facility on 4-*-16.  The unit was prorated for the month of April and [redacted] received the month of May for free.  Sometime...

during early May, [redacted] had spoken with the facility manager Dorothy in reference to having the light fixture repaired in the unit she was renting.  Dorothy called the District Manager, Richard D[redacted], to arrange for the repair.  Dorothy was instructed to call [redacted] to make an appointment, because we will need access to the unit in order to make the repair.  [redacted] did not respond to the voicemail message left by Dorothy.  [redacted] came into the facility on May [redacted], Dorothy sent the maintenance worker Zethan with [redacted] to look at the problem with the fixture.  Zethan reported that the fixture was broken, which the fixture wasn't broken upon rental.  [redacted] had movers moving her items into storage and that's probably when the light fixture was damaged.  Dorothy told Zethan to have [redacted] come into the office so we can schedule the repair but [redacted] chose to leave.  Dorothy placed another phone call on June [redacted] in an effort to schedule the repair and left a detailed voicemessage.  About an hour later [redacted] called and spoke to Bebe a customer service representative in reference to making the payment for the month of June.  When Bebe told her the amount due the lady started yelling and Dorothy asked to speak to her.  [redacted] began yelling at Dorothy in reference to the light fixture and Dorothy reemphasized that an appointment needs to be made and [redacted] yelled that she only wants to speak to a supervisor and hung up the phone.  Dorothy relayed the message to the District Manager, Mr. D[redacted].  Mr. D[redacted] called and spoke to [redacted] on Wednesday June [redacted].  I informed [redacted] that we were waiting for her to provide us access to the unit in order to make the repair.  I also told her that we were not going to give her another free month.  I told her the electrician was available June [redacted] and June [redacted] which was Thursday and Friday the only days left this week.  [redacted] stated she will let me know.  I received a text message from [redacted] on Friday June [redacted] at 3:51pm stating that she can give access to the unit on Saturday June [redacted] after 9am. I responded back that I had already informed her that the repair needed to be done during the week and that she should get back to me with when the electrician can come during the week.  ( I am enclosing a snapshot of the text message referenced).  Till this day, [redacted] hasn't provided Stop & Stor access to due the repair.  [redacted] is asking for $303.00 free rent and another $150.00 to take off from work and give us access to make the repair.  As stated in my response, the damage to the fixture came after the unit was rented and would take 30 minutes or less to repair.   Respectfully,   Richard D[redacted] Stop & Stor District Manager

My family had a good experience until it was move out day. The "customer service" rep denied us access into the facility with our truck that was previously in the facility 3 times. We payed for a premium unit on the ground floor because we wanted the convenience of drive up access. They could not give me an intelligent answer of what the height restriction was for a truck and it just seemed like an arbitrary decision.
Basically, their advertising is false! Taken directly from their literature:
Every Stop & Stor building has separate loading docks and an easy to use 'CUSTOMER DIRECT DRIVE THROUGH BUILDING' weather-proof roadway. It means you'll be in and out fast, which means you'll save something even more valuable than money....Time!
Well.....
1.They have no separate loading dock. (That is an outright lie.)
2.The street that we had to park our truck on was not weather-proof. Add to that it was 18 degrees when we were moving made a bad experience a nightmare.
3. Not only did I not save money.....my family wasted time carrying things back and forth an extra 200 feet.
I'm extremely disappointed and will NEVER USE STOP & STOR again, nor would I recommend it to anyone.

Review: I've attempted to pay a substantial amount so that I wouldn't lose my storage unit but their policy would not allow it. Why am I not being allowed to pay on the unit so that it doesn't go to auction? At the moment I am financially challenged due to other obligations. I am trying to keep all of my affairs in order until I am financially fit. I would think It would be beneficial for them to receive as much money as possible to keep the customer content and productive. Customer service should always be positive. It helps the business and the customers. Thank you for your attention in this matter.Desired Settlement: I would like to be able to pay an affordable substantial amount to maintain the unit when I am behind in my payments. I would like to know that they are willing to work with me to maintain my unit.

Business

Response:

[redacted] rents unit [redacted] at our [redacted]e Location of Stop & Stor. [redacted]'s monthly payment due on the first of each month is $141.00. [redacted] came in to make a payment of $100.00 towards her storage account on March [redacted], 2014. At this point in time [redacted] had a past due balance of $542.00, she is behind in her rent for the months of January, February and March of 2014. The unit is scheduled to be auctioned on April [redacted], 2014. The New York State Lien Law section 182 states that when someone is 35 days late you can begin the auction process. Stop & Stor didn't begin the auction process for [redacted]'s unit until she was 80 days late. Stop & Stor's Delinquent policy is the following: Rent is due on the first of each month, a late fee of $15.00 is added on the 6th of the month when the rent for the month isn't paid in full. On the first of the next month another rent charge I s due for the new month and is added to the previous balance. The customer can pay any increment on their account up until the [redacted] of the second month past due. On the [redacted] of the second month behind in rent, the customer has to pay a minimum of 70%, that is of their current balance and adding to that balance next months rent or they can pay their current balance in full. When the unit goes into the third month of non-payment, a $75.00 lien fee will be added sometime during that third month and the unit will be sold for non-payment the next month. The $75.00 lien fee was added to [redacted]'s account on March [redacted], 2014. On March [redacted] when [redacted] came in to make her payment of $100.00 she was 22 days late into her third month. [redacted] was informed that the minimum payment that could be accepted was 70% of her balance which was $379.40 rounded to $380.00. We informed [redacted] that we cannot accept $100.00 payment. On April [redacted], 2014, [redacted] returned to make a payment in the amount of $280.00. At this time April's rent and April's late fee was added to her previous balance bringing her total balance to $698.00. The minimum payment that could be accepted at that time was (70%) $488.60 rounded to $489.00 which [redacted] was informed of. [redacted] left without making a payment. After receiving this letter from Revdex.com, I personally called [redacted] to discuss our policy and inform her that she needed to pay 70% of her current balance ($698.00) which is approx. $490.00 at the very latest by 10:00am on April [redacted], 2014. She was also informed that if she failed to do so we will sell her belonging's that are being stored inside unit [redacted] on that very day, April [redacted], 2014.

Respectfully,

My family had a good experience until it was move out day. The "customer service" rep denied us access into the facility with our truck that was previously in the facility 3 times. We payed for a premium unit on the ground floor because we wanted the convenience of drive up access. They could not give me an intelligent answer of what the height restriction was for a truck and it just seemed like an arbitrary decision.

Basically, their advertising is false! Taken directly from their literature:

Every Stop & Stor building has separate loading docks and an easy to use 'CUSTOMER DIRECT DRIVE THROUGH BUILDING' weather-proof roadway. It means you'll be in and out fast, which means you'll save something even more valuable than money....Time!

Well.....

1.They have no separate loading dock. (That is an outright lie.)

2.The street that we had to park our truck on was not weather-proof. Add to that it was 18 degrees when we were moving made a bad experience a nightmare.

3. Not only did I not save money.....my family wasted time carrying things back and forth an extra 200 feet.

I'm extremely disappointed and will NEVER USE STOP & STOR again, nor would I recommend it to anyone.