Stor-Room Mini Storage

February 28, 2017Ref. ld: [redacted]To Whom It May Concern:In response to the customer claims, first of all the customer was told when she rented the truck, as isabsolutely standard procedure, what time she was going to need to bring the truck back and what timewe close. We also inform every customer...

that we lock the gate at night so they should not leave theircar inside of the gate unless they intend to leave it until we open the next morning. This is the reasonthat U-Haul chose not refund her money. She was informed of the hours and expectations for returninga truck and was responsible for making sure she had transportation. I would also like to add that we arenot U-Haul. We are a storage facility that contracts with U-Haul to run a dealership at our business. Wecannot make a decision on refunds.Additionally, the customer was verbally abusive (swearing and yelling) to our store manager and didthreaten to physically injure her. Per U-Haul's policy we may not "return" a truck into our book keepingsystem until the truck is empty. This customer had not yet emptied the items from her truck and toldthe manager that she had to return the truck anyway. Following U-Haul's instructions the manager toldthe woman she could not return the truck until her items were out of the truck. The woman kept askingthe manager to do this and then told her that if she didn't return the truck that she would, "beat themanager's [redacted]. At this point the manager locked herself in the office and contacted the police. Whenthe police arrived they had the woman leave the property.This store manager has worked at our facility for several years and is very knowledgeable about theprocedures for renting trucks to customers. The woman that made this claim is no longer allowed onour property and U-Haul refuses to give her a refund.I also want to mention that the owner of this store changed over five years ago and is no longerChristopher B[redacted]. This was also mailed to the wrong location. We manage several stores and thelocation that this incident occurred at is located at [redacted]District manager for the Stor-Room Mini StorageCedartree Management Company

Complaint: [redacted]
I am rejecting this response because:The clerk did not specify when you closed. Only when to bring the truck back. I never threatened this woman. Ever. The police did not escort me off of the property. Also, the police made this clerk finally give me my receipt. I called the police myself as well. Horrible horrible customer service. 
Sincerely,
[redacted]