Stor-Ur-Stuff

Dear Revdex.com,I am responding to Mr [redacted] s complaint First of all, I'd like to mention that our Company in the process of doing a "software conversion", since It appears that most of Mr [redacted] s's complaints occured during the time we entered into our 'software transitional stage'So, I'll start with that We decided to switch from [redacted] 's "Webselfstorage" into ***'s "Centership", because it will provide more flexibility and cater more towards our Customers needsAlthough Webselfstorage was a very good software, it did have some limitationsThe software generated rents, kept track of customer's balances, and automatically generates late feesHowever, it didn't offer much flexibility with regards to waiving late or lien fees "before" automatically generating notices that were sent to customers from [redacted] 's "Centralized Mailing" ServiceThere were a few other limitations, such as not being able to specify a certain date to process a customer's credit card, and many people in this area are on Disability and are paid on the 3rd of each month We chose "Centership" because it will allow us to customize customer's accounts without sacrificing the features from "webselfstorage"; giving customers the ability to access their accounts online, while allowing us to operate the software from any locationA temporary password was emailed to Mr [redacted] so that he could access his account online, which showed his accounting ledger and the complete breakdown of charges My records show that Mr [redacted] rented a 10xunit at a rate of $50/moAccording to our "Rent Roll" dated January 2nd Mr [redacted] was paid until November 30, and owed a balance of $170.00.Based upon the "walk through" that was performed on Jan 10th Mr [redacted] was still occupying unit E33, so it appears that the $is accurateIn fact, he called to make a payment in mid January, and I recall giving him the balance of $owed, but he said that he only wanted to pay the current month's rent of $My notes reflect this being a "partial payment" After making his $payment our records show that he still owes a balance of $I did not overlock his unit as standard practice in the self storage industryI did this as a courtesy to Mr [redacted] However, it appears that after making his partial payment he moved out the same day, on January 15thwithout paying the balanceAs far as whether I was here when he moved out makes no difference, for I live onsite so I am always here, but I don't always pay attention to when a customer is are accessing their units or moving out, so I didn't know that he moved He did not give us a "day notice to vacate"Nonetheless he was not charged for FebruaryI believe that I have posted all of his payments, but I am more than willing to go back over his account just to make sureSometimes other people make payments for other customers and we don't know where to apply the paymentIt could be a number of thingsBut I certaintly did not overcharged him for I have not accessed any fees to his account, other than the charges that the software might have generated automaticallyI generally will waive some late fees if a customer calls me, but as far as I know he's never called to dispute any charges Late fees are accessed after days in accordange with the late fee schedule, and at days a Preliminary lien notice is sent certifiedAfter days a final lien notice is sentThe Certified letter fee is $25, so perhaps this is the confusion for I show that Mr [redacted] 's account was over days deliquent Please note that we follow the Self Storage Laws, Business and Professions code 21700-21716, which accesses late fees in accordance with California's "Late fee schedule"that is followed by ALL storage facilities located in CaliforniaThese late fees are pre-programmed into our software and are automatically accessedThe software conversion made things a little hectic, as Mr [redacted] points out, and I've had to maintain our data using several spreadsheets during this transitionPart of the confusion was that we were scheduled to begin the conversion during first part of JanuaryHowever, [redacted] needed a full backup of our data, and getting this information from [redacted] proved to be quite difficultAlthough [redacted] promotes the fact that their customer's data is "secure" by being safely backed up on a mainframe "server" located in Arizona, I was unable to obtain a backup to complete the conversionAccording to [redacted] , in order to export our data into a new software package we had to "export" our data into Excel "spreadsheets", using the "report" feature, then import this data into the new softwareHowever, there is no single report within webselfstorage that contains all of our data, and there are more than reports within webselfstorage, forcing us to piece together numerous spreadsheets in order to get "some" of our dataUpdating numerous spreadsheets "manually" has been quite challenging to say the leastUnfortunately I lost much of my data because I was unable to export all of these reports before [redacted] deactivated my online account on January 2nd:( Even if I had exported all of the reports they did NOT have all of my customer's information, such as alternate contacts, social security numbers, drivers license, gate codes, which customers are on Autopay, credit card numbers [for this information is confidential] so I've had to reconstruct my "autopay" list based on past reports that showed which customers paid using their credit cards Mr [redacted] was on that list If his card was processed it was because this was the amount that the report showed that he owed and we thought he was on autopay As far as the refund he claims that I didn't give him, this is untrueI refunded his credit card right away, even before I realized that he still owes $I will go over all of his payments to make sure they are postedIn the meantime I ask that he do the same so we can compare our records so I can close out his account.If you have any further questions please feel free to contact me.Sincerely, [redacted] Stor UR Stuff Storage

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

Dear Revdex.com,I am responding to Mr. [redacted]s complaint..  First of all, I'd like to mention that our Company in the process of doing a "software conversion", since It appears that most of Mr. [redacted]s's complaints occured during the time we entered into our 'software transitional stage'. So, I'll...

start with that...  We decided to switch from [redacted]'s "Webselfstorage" into [redacted]'s "Centership", because it will  provide more flexibility and cater more towards our Customers needs. Although Webselfstorage was a very good software, it did have some limitations. The software generated rents, kept track of customer's balances, and automatically generates late fees. However,  it didn't offer much flexibility with regards to waiving late or lien fees "before" automatically generating notices that were sent to customers from [redacted]'s "Centralized Mailing" Service. There were a few other limitations,  such as not being able to specify a certain date to process a customer's credit card, and many people in this area are on Disability and are paid on the 3rd of each month.  We chose "Centership" because it will allow us to customize customer's accounts without sacrificing the features from  "webselfstorage";  giving  customers the ability to access their accounts online, while allowing us to operate the software from any location. A temporary password was emailed to Mr. [redacted] so that he could  access his account online, which showed his accounting ledger and the complete breakdown of charges.   My records show  that Mr. [redacted] rented a 10x10 unit at a rate of  $50/mo. According to our "Rent Roll" dated January 2nd Mr. [redacted] was paid until November 30, 2014 and owed a balance of $170.00.Based upon the "walk through" that was performed on Jan 10th Mr. [redacted] was still occupying unit E33, so it appears that the $170 is accurate. In fact, he called to make a payment in mid January, and I recall giving him the balance of $170 owed, but he said that he only wanted to pay the current month's rent of $50. My notes reflect this being a "partial payment".  After making his $50 payment our records show that he still owes a balance of $120.00. I did not overlock his unit as standard practice in the self storage industry. I did this as a courtesy to Mr. [redacted]. However, it appears that after making his partial payment he moved out the same day, on January 15th. without paying the balance. As far as whether I was here when he moved out makes no difference, for I live onsite so  I am always here, but I don't always pay attention to when a customer is are accessing their units or moving out, so I didn't know that he moved.  He did not  give us a "30 day notice to vacate". Nonetheless he was not charged for February. I believe that I have posted all of his payments, but I am more than willing to go back over his account just to make sure. Sometimes other people make payments for other customers and we don't know where to apply the payment. It could be a number of things. But I certaintly did not overcharged him for I have not accessed any fees to his account, other than the charges that the software might have generated automatically. I generally will waive some late fees if a customer calls me, but as far as I know he's never called to dispute any charges.  Late fees are accessed after 10 days in accordange with the late fee schedule, and at  14 days  a Preliminary lien notice is sent certified. After 30 days a final lien notice is sent. The Certified letter fee is $25,  so perhaps this is the confusion for I show that Mr. [redacted]'s account was over 30 days deliquent.  Please note that we follow the Self Storage Laws, Business and Professions code 21700-21716,  which accesses late fees in accordance with California's "Late fee schedule". that is followed by ALL storage facilities located in California. These late fees are pre-programmed into  our software and are automatically accessed. The software conversion made things a little hectic, as Mr. [redacted] points out, and I've had to maintain our data using several spreadsheets during this transition. Part of the confusion was that we were scheduled to begin the conversion during first part of January. However, [redacted] needed a full backup of our data, and getting this information from [redacted] proved to be quite difficult. Although [redacted] promotes the fact that their customer's data is "secure" by being safely backed up on a mainframe "server" located in Arizona, I was unable to obtain a backup to complete the conversion. According to [redacted], in order to export our data into a new software package we had to "export" our data into Excel "spreadsheets", using the "report" feature, then import this data into the new software. However, there is no single report within webselfstorage that contains all of our data, and there are more than 30 reports within webselfstorage,  forcing us to piece together numerous spreadsheets in order to get "some" of our data. Updating numerous spreadsheets  "manually" has been quite challenging to say the least. Unfortunately I lost much of my data because I was unable to export all of these reports before [redacted] deactivated my online account on January 2nd. :(  Even if I had exported all of the reports they did  NOT have all of my customer's information, such as alternate contacts, social security numbers, drivers license, gate codes, which customers are on Autopay, credit card numbers [for this information is confidential]  so I've had to reconstruct my "autopay" list based on past reports that showed which customers paid using their credit cards.  Mr. [redacted] was on that list.  If his card was processed it was because this was the amount that the report showed that he owed and we thought he was on autopay.  As far as the refund he claims  that I didn't give him, this is untrue. I refunded his credit card right away, even before I realized that he still owes $120.00. I will go over all of his payments to make sure they are posted. In the meantime I ask that he do the same so we can compare our records so I can close out his account.If you have any further questions please feel free to contact me.Sincerely,[redacted]Stor UR Stuff Storage

Review: I moved my stuff out of this storage facility on 1/15/15 due to the facility not keeping track of the billing and over charging me. I paid her what I owed her in person and told her I was moving my stuff out and moved to a different facility. On 2/18/15 she ran my credit card for $170.00 unauthorized. When I called the facility she said she did not know I had moved out a month prior even though she was there when I moved out. This unauthorized charge caused my bank account to overdraft. When I talked to her she said she would refund my money but has yet to have done so.Desired Settlement: I would like a refund of my money.

Business

Response:

Dear Revdex.com,I am responding to Mr. [redacted]s complaint.. First of all, I'd like to mention that our Company in the process of doing a "software conversion", since It appears that most of Mr. [redacted]s's complaints occured during the time we entered into our 'software transitional stage'. So, I'll start with that... We decided to switch from [redacted]'s "Webselfstorage" into [redacted]'s "Centership", because it will provide more flexibility and cater more towards our Customers needs. Although Webselfstorage was a very good software, it did have some limitations. The software generated rents, kept track of customer's balances, and automatically generates late fees. However, it didn't offer much flexibility with regards to waiving late or lien fees "before" automatically generating notices that were sent to customers from [redacted]'s "Centralized Mailing" Service. There were a few other limitations, such as not being able to specify a certain date to process a customer's credit card, and many people in this area are on Disability and are paid on the 3rd of each month. We chose "Centership" because it will allow us to customize customer's accounts without sacrificing the features from "webselfstorage"; giving customers the ability to access their accounts online, while allowing us to operate the software from any location. A temporary password was emailed to Mr. [redacted] so that he could access his account online, which showed his accounting ledger and the complete breakdown of charges. My records show that Mr. [redacted] rented a 10x10 unit at a rate of $50/mo. According to our "Rent Roll" dated January 2nd Mr. [redacted] was paid until November 30, 2014 and owed a balance of $170.00.Based upon the "walk through" that was performed on Jan 10th Mr. [redacted] was still occupying unit E33, so it appears that the $170 is accurate. In fact, he called to make a payment in mid January, and I recall giving him the balance of $170 owed, but he said that he only wanted to pay the current month's rent of $50. My notes reflect this being a "partial payment". After making his $50 payment our records show that he still owes a balance of $120.00. I did not overlock his unit as standard practice in the self storage industry. I did this as a courtesy to Mr. [redacted]. However, it appears that after making his partial payment he moved out the same day, on January 15th. without paying the balance. As far as whether I was here when he moved out makes no difference, for I live onsite so I am always here, but I don't always pay attention to when a customer is are accessing their units or moving out, so I didn't know that he moved. He did not give us a "30 day notice to vacate". Nonetheless he was not charged for February. I believe that I have posted all of his payments, but I am more than willing to go back over his account just to make sure. Sometimes other people make payments for other customers and we don't know where to apply the payment. It could be a number of things. But I certaintly did not overcharged him for I have not accessed any fees to his account, other than the charges that the software might have generated automatically. I generally will waive some late fees if a customer calls me, but as far as I know he's never called to dispute any charges. Late fees are accessed after 10 days in accordange with the late fee schedule, and at 14 days a Preliminary lien notice is sent certified. After 30 days a final lien notice is sent. The Certified letter fee is $25, so perhaps this is the confusion for I show that Mr. [redacted]'s account was over 30 days deliquent. Please note that we follow the Self Storage Laws, Business and Professions code 21700-21716, which accesses late fees in accordance with California's "Late fee schedule". that is followed by ALL storage facilities located in California. These late fees are pre-programmed into our software and are automatically accessed. The software conversion made things a little hectic, as Mr. [redacted] points out, and I've had to maintain our data using several spreadsheets during this transition. Part of the confusion was that we were scheduled to begin the conversion during first part of January. However, [redacted] needed a full backup of our data, and getting this information from [redacted] proved to be quite difficult. Although [redacted] promotes the fact that their customer's data is "secure" by being safely backed up on a mainframe "server" located in Arizona, I was unable to obtain a backup to complete the conversion. According to [redacted], in order to export our data into a new software package we had to "export" our data into Excel "spreadsheets", using the "report" feature, then import this data into the new software. However, there is no single report within webselfstorage that contains all of our data, and there are more than 30 reports within webselfstorage, forcing us to piece together numerous spreadsheets in order to get "some" of our data. Updating numerous spreadsheets "manually" has been quite challenging to say the least. Unfortunately I lost much of my data because I was unable to export all of these reports before [redacted] deactivated my online account on January 2nd. :( Even if I had exported all of the reports they did NOT have all of my customer's information, such as alternate contacts, social security numbers, drivers license, gate codes, which customers are on Autopay, credit card numbers [for this information is confidential] so I've had to reconstruct my "autopay" list based on past reports that showed which customers paid using their credit cards. Mr. [redacted] was on that list. If his card was processed it was because this was the amount that the report showed that he owed and we thought he was on autopay. As far as the refund he claims that I didn't give him, this is untrue. I refunded his credit card right away, even before I realized that he still owes $120.00. I will go over all of his payments to make sure they are posted. In the meantime I ask that he do the same so we can compare our records so I can close out his account.If you have any further questions please feel free to contact me.Sincerely,[redacted]Stor UR Stuff Storage

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: We rented a unit from this company and on April 23, 3014 we notified the owner in writing and by 3 separate phone calls, we were not going to occupy the unit. We never moved in. We paid a deposit of $25.00 and paid 8 extra days past the monthly fees. We expected a refund of $45.40 but it has been well over a month and nothing. We also continue to receive past due bills from this person. All we want is for her to refund the money they owe us and stop billing us for a unit we never moved into.Desired Settlement: Deposit $25.00 plus 8 days fee $20.40 Total: $45.40

Business

Response:

I have NEVER done any business with the person you have named. I don't know them and they have never been to my business. I think you have the wrong person

Consumer

Response:

I am rejecting this response because: there is no resolution with this business as yet. I am attaching copies of my paper work with this companies. As well as the last email sent to me. I have called this owner for months now. She just says when she get home she will resolve the issue, yet nothing has been resolved. I understand she says she is ill and is having difficult times, however she needs to hire herself some help if she can not do the job.

Attached please find a copy of our correspondence with this business. Below you will find a copy of the email last sent to me.

Jul 1

To

[redacted]