First and foremost, this person did not even use his actual name Unfortunately, none of the charges are incorrect, and the customer was only awarded the chargeback since he claimed to have cancelled the auto billing, and Visa explicitly stated that as the only reason they reversed any charges, and that the cardholder would need to pay for the charges in person to authorize the charges once more That does not mean the rental fees just go away, he is contractually obligated to pay themFurthermore, the customer signed a binding rental agreement with a termination clause stating: “Termination: This agreement may be terminated by either lessor or lessee by the giving of five (5) days written notice to the other party As a condition of such termination and prior to the return of any deposits, Lessee shall pay all charges against the unit, completely vacate the unit, leaving it in a condition required by this agreement and allow lessor to inspect the unit to verify its condition.” By the customer’s own admission, he did not vacate the unit These claims of cement dust are baseless, and there was no concrete work done inside any of the self-storage units It is the customer’s responsibility to properly pack, store, and insure their belongings Aside from the aquarium there were several other items, and sealed storage containers left inside the unit A recent picture shows no dust other than that which would accumulate naturally after being left uncovered for a period of several yearsFor this issue to be resolved we will be following the rental agreement that the customer signed agreeing too He will need to pay all back charges and late fees, pay to a current vacate date, and completely remove all items and trash as expressly documented in the rental agreement and policies he agreed too Failure to do so will result in a lien sale process according to the rental agreement and Idaho State law At such a time any rent and fees that are not recovered from the auction of the unit’s contents will be turned over to collections against the customer.Given the customer’s slanderous claims we kindly, yet firmly, request this complaint be removed from your website.Sincerely,David H.StSelf Storage, LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was unable to retrieve this message before time expired. My response to Stor-It's reply is as follows.
I did have ample time to resend a payment, which is what, in good faith, I thought I did. I would hope that in today's business environment where customer service is a common component of modern business models, that a business would honor a one time foul up considering my low maintenance, early payment history which has lasted more than two years. What would have happened if I paid exactly on time each month and they decided to send back my check? Would I then incur a late fee for something I'm absent of fault? It takes time to send checks back to the customer through the mail, and we don't know how long it takes Stto open mail, apply payments, or assess whether or not they want to accept a check. Returning a check through the mail can take two to three days, depending on how long it takes Stto put it in the mail and assuming the recipient is not out of town when the check arrives In this case, I was out of town visiting a sick relative so the check was waiting for me when I got back. The time line is extremely tight if someone were to pay on time, even with a ten day (not two week) grace periodSo it's because I consistently pay early and because of a mix up I'm awarded a late fee? Yes, I made a mistake when trying to pay a second time but this occurred because my original payment was rejected through no fault of my own.
I work with check scanners, and I know that taping a check will solve scanning issues. I also called Wells Fargo and asked what their policy is regarding torn checks and they said that as long as they can read the identification numbers at the bottom of the check, they will accept them. In fact, they have an envelope specifically for torn checks so they'll go through. (The check was torn a quarter in from the right side but was not torn completely off and all information was completely legible.) I then asked if there was a fee associated with depositing or scanning a torn check and they confirmed there was no fee. Regardless, the check could have been taped and scanned on site at Stor-It, or the bank would have accepted it at one of their locations.
The late fee may be a one-time fee of ten dollars, but I feel this is more about customer service. If I would have absent mindedly forgotten to pay, or purposely set aside paying until the account went past due, I would have no problem paying the late fee
I reserve the right to become frustrated when I take the time to drive to two separate locations and try to be light hearted and laugh off a silly situation where I submitted payment twice, I have proof I submitted payment twice, payment was still late, my payment history of over two years is ignored, and the representative simply says they "don't care why the payment is late, that I could talk to her husband at Maple Grove or Mary at Park Center but they won't reverse the fee either". I drove to Parkcenter location to find resolution, but Mary was more unpleasant to deal with, especially when I asked for management. She refused to tell me who I could speak to as that information is private. I also reserve the right to become frustrated when people are rude and don't work with customers who have excellent history with the company. There were no absolutely no threats made and I was not asked to leave from either location. After realizing there was no room for resolution, I let myself out.
Regards,*** ***
To Whom It May Concern, In regards to the above referenced complaint it is important to note that we are a Self Storage facility and insurance is the tenant's responsibility. The tenant signed and/or initialed four different times on the rental agreement acknowledging this. We are not liable;...
they chose not to insure their goods. As far as the comments made regarding other break-ins in the same time frame, due to our cameras and gate logs luckily we were able to catch the individual. All of this was turned over to the police, and this customer was instructed to file a police report if he felt he needed too. Outside of recommending filing a police report there is not much more Stor-It can do to assist in these unfortunate instances of bad people doing bad things. We do assist the police in any way we possibly can. While the fact that there are people in this world that choose to commit crimes and take items that do not belong to them infuriates us, it is unreasonable to expect Stor-It, or anyone, to be liable in these acts because you chose not to insure your belongings. We rent self storage units and provide an avenue for our customers to obtain renter’s insurance, and it is also made clear in the rental agreement that insurance is the renter’s responsibility. We respectfully request this complaint be removed from your site. Thank you, Stor-It Self Storage
To whom it may concern, In regards to complaint #[redacted] we have almost 10,000 customers and we treat each every one of them the same, and fairly according the rental agreement and policies that are signed and agreed to at time of rental via the lessee's signature. For whatever reason we received a...
bill pay check that the bank instructed us to send back as it was torn badly enough that it could not scan. She did have ample time to resend a payment, call in a payment, or pay online. What she left out of her complaint is that when she submitted her second bill pay payment she did not select us as her vendor, instead she selected an insurance company by mistake. While it may very well be a mistake, it does not change the fact that we did not receive the payment in due time, as we do allow for a two week grace period. Having said that there was a $10.00 late fee assessed on the account, just as there would have been for any other customer. When customers become angry and begin to yell and threaten they are asked to leave the office. Ms. [redacted] then went to another location of ours and made a scene in from of two other gentlemen that were renting a unit, and instructed them they should not rent with us and handed the gentlemen her statement showing she sent the payment to the wrong place. They brushed the incident off and rented with us regardless as they knew that was of no fault of this company. The late fee was a onetime fee for that month, and does not reflect negatively on any report for the customer. It is important to also note that had our manager deposited the damaged check to the bank instead of sending it back to Ms. [redacted] the check would have been returned and thus an additional $20.00 returned check fee would have been assessed. We truly did try to help the customer. We kindly, but promptly, request you removed this complaint from your website. Sincerely, Stor-lt Self Storage,LLC
Complaint: [redacted]
I am rejecting this response because:My property was damaged by the cement dust. It is painfully obvious that cement work was done as you can clearly see it from comparing the concrete in front of the gate compared to the concrete in the floor of the unit. There are even comments from other customers about the concrete work done on various review sites.I complained to the staff about the dust when it originally happened by apparently they failed to document that on my file again. Stor It claimed they would cancel my unit after three months of non payment. Three months happened a long time ago.
Sincerely,
[redacted]
To Whom It May Concern,In response to ID [redacted]:According to the rental agreement in question, and the customer who signed said rentalagreement has copies, it clearly states that rent is due in advance and is non refundable. As acourtesy to the customer we offered to pro rate the month before it...
was paid, so as to save thecustomer some money. We could have simply made the customer pay the entire month in thevery beginning, but we do care about our customers and tried to the best of our abilities to savethem money were we could. We simply use the prorate calculator in our SiteLink software, andthey were told that amount to pay. SiteLink is used in over 11,000 storage facilities nationwide.We tried to save the customer money, and the discrepancy is over $3.20. We still managed tosave the customer $31.94 that we could have collected based on the rental agreement that wassigned at time of rental. The customer's statement does not reflect that we went out of our wayto save them $31.94. These complaints are unfounded, and we formally request they be removedfrom your website.Sincerely,Stor-It Self Storage, LLC
First and foremost, this person did not even use his actual name. Unfortunately, none of the charges are incorrect, and the customer was only awarded the chargeback since he claimed to have cancelled the auto billing, and Visa explicitly stated that as the only reason they reversed any...
charges, and that the cardholder would need to pay for the charges in person to authorize the charges once more. That does not mean the rental fees just go away, he is contractually obligated to pay them. Furthermore, the customer signed a binding rental agreement with a termination clause stating: “Termination: This agreement may be terminated by either lessor or lessee by the giving of five (5) days written notice to the other party. As a condition of such termination and prior to the return of any deposits, Lessee shall pay all charges against the unit, completely vacate the unit, leaving it in a condition required by this agreement and allow lessor to inspect the unit to verify its condition.” By the customer’s own admission, he did not vacate the unit. These claims of cement dust are baseless, and there was no concrete work done inside any of the self-storage units. It is the customer’s responsibility to properly pack, store, and insure their belongings. Aside from the aquarium there were several other items, and sealed storage containers left inside the unit. A recent picture shows no dust other than that which would accumulate naturally after being left uncovered for a period of several years. For this issue to be resolved we will be following the rental agreement that the customer signed agreeing too. He will need to pay all back charges and late fees, pay to a current vacate date, and completely remove all items and trash as expressly documented in the rental agreement and policies he agreed too. Failure to do so will result in a lien sale process according to the rental agreement and Idaho State law. At such a time any rent and fees that are not recovered from the auction of the unit’s contents will be turned over to collections against the customer.Given the customer’s slanderous claims we kindly, yet firmly, request this complaint be removed from your website.Sincerely,David H.Stor-It Self Storage, LLC
October 8, 2015 To whom it may concern, In regards to complaint #[redacted] our Rental Agreement clearly states that the agreement does not prevent a future rent increase upon proper notice to the lessee. We have a time stamp of when the Rent Increase Letter was sent on July 15, 2015 at exactly 3:21PM...
MST. They were all sent out at the same time automatically. We also have it clearly in customer notes when the customer called in yelling at our manager. We do not respond to violence, so our managers are instructed to hang up. Now if the letter for some reason ended up in the customer's spam folder by chance that is something she should be able to check, but calling in yelling is not professional nor is it going to prompt a helpful response. We kind, but promptly, request that the above mentioned complaint be removed from your website. Sincerely, Stor-lt Self Storage,LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regardless, if the Stor-it storages saved me money by not charging me the full amount for the month, is no excuse on how buisness was conducted on that day. Even with today high technology and high dependancy on computer systems its not always correct or acurate. It would have not been that difficult to explain the term of the lease so I as a customer would have had a better understanding.
I will take it into consideration and not ask for the 3.20 refund. However, I do not think that it shouldnt be taken off as a reported complaint considering that the "manager" could have handled it in more appropriated professional matter. There was no excuse for "Manager" Celeste to conduct buisness in the way she did.
Only shows that it takes one person to have one bad experience to never go back and let other know to not take their buisness there either. Reviews can either get you a customer, lose a new customer, or make a customer caution of their buisness.
Many people take their money and their valuables as a high importance and I would hate for someone to be take advantage of or threaten that they will not recieve their items if they dont pay what is told to them.
I hope Stor-it Storages take this into consideration and educated and train Celeste to conduct better buisness and customer services. After all she may be the "Manager" but is also representing Stor-It storages.
Regards,[redacted]
First and foremost, this person did not even use his actual name Unfortunately, none of the charges are incorrect, and the customer was only awarded the chargeback since he claimed to have cancelled the auto billing, and Visa explicitly stated that as the only reason they reversed any charges, and that the cardholder would need to pay for the charges in person to authorize the charges once more That does not mean the rental fees just go away, he is contractually obligated to pay themFurthermore, the customer signed a binding rental agreement with a termination clause stating: “Termination: This agreement may be terminated by either lessor or lessee by the giving of five (5) days written notice to the other party As a condition of such termination and prior to the return of any deposits, Lessee shall pay all charges against the unit, completely vacate the unit, leaving it in a condition required by this agreement and allow lessor to inspect the unit to verify its condition.” By the customer’s own admission, he did not vacate the unit These claims of cement dust are baseless, and there was no concrete work done inside any of the self-storage units It is the customer’s responsibility to properly pack, store, and insure their belongings Aside from the aquarium there were several other items, and sealed storage containers left inside the unit A recent picture shows no dust other than that which would accumulate naturally after being left uncovered for a period of several yearsFor this issue to be resolved we will be following the rental agreement that the customer signed agreeing too He will need to pay all back charges and late fees, pay to a current vacate date, and completely remove all items and trash as expressly documented in the rental agreement and policies he agreed too Failure to do so will result in a lien sale process according to the rental agreement and Idaho State law At such a time any rent and fees that are not recovered from the auction of the unit’s contents will be turned over to collections against the customer.Given the customer’s slanderous claims we kindly, yet firmly, request this complaint be removed from your website.Sincerely,David H.StSelf Storage, LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was unable to retrieve this message before time expired. My response to Stor-It's reply is as follows.
I did have ample time to resend a payment, which is what, in good faith, I thought I did. I would hope that in today's business environment where customer service is a common component of modern business models, that a business would honor a one time foul up considering my low maintenance, early payment history which has lasted more than two years. What would have happened if I paid exactly on time each month and they decided to send back my check? Would I then incur a late fee for something I'm absent of fault? It takes time to send checks back to the customer through the mail, and we don't know how long it takes Stto open mail, apply payments, or assess whether or not they want to accept a check. Returning a check through the mail can take two to three days, depending on how long it takes Stto put it in the mail and assuming the recipient is not out of town when the check arrives In this case, I was out of town visiting a sick relative so the check was waiting for me when I got back. The time line is extremely tight if someone were to pay on time, even with a ten day (not two week) grace periodSo it's because I consistently pay early and because of a mix up I'm awarded a late fee? Yes, I made a mistake when trying to pay a second time but this occurred because my original payment was rejected through no fault of my own.
I work with check scanners, and I know that taping a check will solve scanning issues. I also called Wells Fargo and asked what their policy is regarding torn checks and they said that as long as they can read the identification numbers at the bottom of the check, they will accept them. In fact, they have an envelope specifically for torn checks so they'll go through. (The check was torn a quarter in from the right side but was not torn completely off and all information was completely legible.) I then asked if there was a fee associated with depositing or scanning a torn check and they confirmed there was no fee. Regardless, the check could have been taped and scanned on site at Stor-It, or the bank would have accepted it at one of their locations.
The late fee may be a one-time fee of ten dollars, but I feel this is more about customer service. If I would have absent mindedly forgotten to pay, or purposely set aside paying until the account went past due, I would have no problem paying the late fee
I reserve the right to become frustrated when I take the time to drive to two separate locations and try to be light hearted and laugh off a silly situation where I submitted payment twice, I have proof I submitted payment twice, payment was still late, my payment history of over two years is ignored, and the representative simply says they "don't care why the payment is late, that I could talk to her husband at Maple Grove or Mary at Park Center but they won't reverse the fee either". I drove to Parkcenter location to find resolution, but Mary was more unpleasant to deal with, especially when I asked for management. She refused to tell me who I could speak to as that information is private. I also reserve the right to become frustrated when people are rude and don't work with customers who have excellent history with the company. There were no absolutely no threats made and I was not asked to leave from either location. After realizing there was no room for resolution, I let myself out.
Regards,*** ***
To Whom It May Concern, In regards to the above referenced complaint it is important to note that we are a Self Storage facility and insurance is the tenant's responsibility. The tenant signed and/or initialed four different times on the rental agreement acknowledging this. We are not liable;...
they chose not to insure their goods. As far as the comments made regarding other break-ins in the same time frame, due to our cameras and gate logs luckily we were able to catch the individual. All of this was turned over to the police, and this customer was instructed to file a police report if he felt he needed too. Outside of recommending filing a police report there is not much more Stor-It can do to assist in these unfortunate instances of bad people doing bad things. We do assist the police in any way we possibly can. While the fact that there are people in this world that choose to commit crimes and take items that do not belong to them infuriates us, it is unreasonable to expect Stor-It, or anyone, to be liable in these acts because you chose not to insure your belongings. We rent self storage units and provide an avenue for our customers to obtain renter’s insurance, and it is also made clear in the rental agreement that insurance is the renter’s responsibility. We respectfully request this complaint be removed from your site. Thank you, Stor-It Self Storage
To whom it may concern, In regards to complaint #[redacted] we have almost 10,000 customers and we treat each every one of them the same, and fairly according the rental agreement and policies that are signed and agreed to at time of rental via the lessee's signature. For whatever reason we received a...
bill pay check that the bank instructed us to send back as it was torn badly enough that it could not scan. She did have ample time to resend a payment, call in a payment, or pay online. What she left out of her complaint is that when she submitted her second bill pay payment she did not select us as her vendor, instead she selected an insurance company by mistake. While it may very well be a mistake, it does not change the fact that we did not receive the payment in due time, as we do allow for a two week grace period. Having said that there was a $10.00 late fee assessed on the account, just as there would have been for any other customer. When customers become angry and begin to yell and threaten they are asked to leave the office. Ms. [redacted] then went to another location of ours and made a scene in from of two other gentlemen that were renting a unit, and instructed them they should not rent with us and handed the gentlemen her statement showing she sent the payment to the wrong place. They brushed the incident off and rented with us regardless as they knew that was of no fault of this company. The late fee was a onetime fee for that month, and does not reflect negatively on any report for the customer. It is important to also note that had our manager deposited the damaged check to the bank instead of sending it back to Ms. [redacted] the check would have been returned and thus an additional $20.00 returned check fee would have been assessed. We truly did try to help the customer. We kindly, but promptly, request you removed this complaint from your website. Sincerely, Stor-lt Self Storage,LLC
Complaint: [redacted]
I am rejecting this response because:My property was damaged by the cement dust. It is painfully obvious that cement work was done as you can clearly see it from comparing the concrete in front of the gate compared to the concrete in the floor of the unit. There are even comments from other customers about the concrete work done on various review sites.I complained to the staff about the dust when it originally happened by apparently they failed to document that on my file again. Stor It claimed they would cancel my unit after three months of non payment. Three months happened a long time ago.
Sincerely,
[redacted]
To Whom It May Concern,In response to ID [redacted]:According to the rental agreement in question, and the customer who signed said rentalagreement has copies, it clearly states that rent is due in advance and is non refundable. As acourtesy to the customer we offered to pro rate the month before it...
was paid, so as to save thecustomer some money. We could have simply made the customer pay the entire month in thevery beginning, but we do care about our customers and tried to the best of our abilities to savethem money were we could. We simply use the prorate calculator in our SiteLink software, andthey were told that amount to pay. SiteLink is used in over 11,000 storage facilities nationwide.We tried to save the customer money, and the discrepancy is over $3.20. We still managed tosave the customer $31.94 that we could have collected based on the rental agreement that wassigned at time of rental. The customer's statement does not reflect that we went out of our wayto save them $31.94. These complaints are unfounded, and we formally request they be removedfrom your website.Sincerely,Stor-It Self Storage, LLC
First and foremost, this person did not even use his actual name. Unfortunately, none of the charges are incorrect, and the customer was only awarded the chargeback since he claimed to have cancelled the auto billing, and Visa explicitly stated that as the only reason they reversed any...
charges, and that the cardholder would need to pay for the charges in person to authorize the charges once more. That does not mean the rental fees just go away, he is contractually obligated to pay them. Furthermore, the customer signed a binding rental agreement with a termination clause stating: “Termination: This agreement may be terminated by either lessor or lessee by the giving of five (5) days written notice to the other party. As a condition of such termination and prior to the return of any deposits, Lessee shall pay all charges against the unit, completely vacate the unit, leaving it in a condition required by this agreement and allow lessor to inspect the unit to verify its condition.” By the customer’s own admission, he did not vacate the unit. These claims of cement dust are baseless, and there was no concrete work done inside any of the self-storage units. It is the customer’s responsibility to properly pack, store, and insure their belongings. Aside from the aquarium there were several other items, and sealed storage containers left inside the unit. A recent picture shows no dust other than that which would accumulate naturally after being left uncovered for a period of several years. For this issue to be resolved we will be following the rental agreement that the customer signed agreeing too. He will need to pay all back charges and late fees, pay to a current vacate date, and completely remove all items and trash as expressly documented in the rental agreement and policies he agreed too. Failure to do so will result in a lien sale process according to the rental agreement and Idaho State law. At such a time any rent and fees that are not recovered from the auction of the unit’s contents will be turned over to collections against the customer.Given the customer’s slanderous claims we kindly, yet firmly, request this complaint be removed from your website.Sincerely,David H.Stor-It Self Storage, LLC
October 8, 2015 To whom it may concern, In regards to complaint #[redacted] our Rental Agreement clearly states that the agreement does not prevent a future rent increase upon proper notice to the lessee. We have a time stamp of when the Rent Increase Letter was sent on July 15, 2015 at exactly 3:21PM...
MST. They were all sent out at the same time automatically. We also have it clearly in customer notes when the customer called in yelling at our manager. We do not respond to violence, so our managers are instructed to hang up. Now if the letter for some reason ended up in the customer's spam folder by chance that is something she should be able to check, but calling in yelling is not professional nor is it going to prompt a helpful response. We kind, but promptly, request that the above mentioned complaint be removed from your website. Sincerely, Stor-lt Self Storage,LLC
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regardless, if the Stor-it storages saved me money by not charging me the full amount for the month, is no excuse on how buisness was conducted on that day. Even with today high technology and high dependancy on computer systems its not always correct or acurate. It would have not been that difficult to explain the term of the lease so I as a customer would have had a better understanding.
I will take it into consideration and not ask for the 3.20 refund. However, I do not think that it shouldnt be taken off as a reported complaint considering that the "manager" could have handled it in more appropriated professional matter. There was no excuse for "Manager" Celeste to conduct buisness in the way she did.
Only shows that it takes one person to have one bad experience to never go back and let other know to not take their buisness there either. Reviews can either get you a customer, lose a new customer, or make a customer caution of their buisness.
Many people take their money and their valuables as a high importance and I would hate for someone to be take advantage of or threaten that they will not recieve their items if they dont pay what is told to them.
I hope Stor-it Storages take this into consideration and educated and train Celeste to conduct better buisness and customer services. After all she may be the "Manager" but is also representing Stor-It storages.
Regards,[redacted]