StorageMart

We are very sorry that [redacted] had this experience at our storeUnfortunately, we are not liable for damages from rodents or other pests according to our lease and our value coverage addendumPlease see attached lease in section Despite this we offered Ms [redacted] $1k to help her with her lossesShe declinedWe are still working with Claims Department to see if there is anything else we can do and hope to have an answer to her within a week

Complaint: [redacted] I am rejecting this response because: I am not satisfied with this, does not begin to cover my damagesI have a total loss, that upwards of 25,to 30,dollars Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: At the current time we have not been able to speak with the claims department as she is a part time employee and you can only leave a messageVoicemail states a returned call in 24v hours and we still have yet to hear back from claims after leaving a messageWill not accept response until matter has been handled to its fullest Sincerely, [redacted]

We credited MrF [redacted] 's account after he had made this complaint, but before we received the notificationHis account is credited $to take care of all the fees he had accruedWe feel that this is a satisfactory compensation for this situationWe cannot reverse the rent increase, however This is well within our policy as you can see from the attached lease in article Rent increases occur to help our business stay well maintained and updated as well as keep up with the changing marketMrF [redacted] is still paying below the current market rateIn other words he is paying less than if he rented that same unit todayFor this we are upholding the rent increase and feel we have done our best to rectify the situationHowever, we will also try to make sure that any future rent increases are smaller since he has two units that are affected

Mr [redacted] put in a claim to our independent Claims Company requesting compensation for this situationWe are still not sure how the damage came about as we have found no evidence of water leaking into his unit, but we are sorry he experienced thisUnfortunately the value coverage that we offer does not cover this type of water damageEven so, we still offered Mr [redacted] a settlement of month's worth of rentThe initial check was made out for the incorrect amount based on an incorrect value for his rentWe apologized and because of the confusion and delay we offered him $which is the max the coverage pays out for water damage and we rush delivered this to Mr [redacted] We have the email where Mr [redacted] both accepted the months settlement as well as threatened to do everything he can to keep people from renting with StorageMartPlease see the attachments for this email as well as the the signed value coverage documentWe feel we have completed our obligation to Mr [redacted]

We apologize to Ms [redacted] All of our documents are now currently under review to be compliant with Minnesota lawI believe our CEO and Ms [redacted] reached an agreement, and we are waiving her fees and paying to move her into another storage facility

We have reviewed Mr [redacted] 's accountIn the past we months we have waived late fees twice for him and feel that we are not responsible for the hold on his credit cardSo we will not reverse these chargesWe cannot hold funds; we either charge or do not charge and suggest that he speak with his credit card company regarding this issue.Customers cannot make partial payments to usThey need to make the entire paymentHowever, we can split the units up into accounts so that Mr [redacted] can pay them separatelyOur store manager will be contacting him to provide an additional email address in order to create two separate accounts.We cannot automatically waive feesOur system is not built that way as all transactions need to be reviewedAlso issues like this are typically on an individual basis versus affecting all customersSo many times we do not know something is wrong unless the customer lets us knowHowever, should anything come up as a direct result of something being broken with our website, we will be happy to work with Mr [redacted] to correct the issue.To make things easier paying us, we also suggest going on EasyPayWith this option we can automatically charge the appropriate card each month and there is no fear of late feesOur store manager can explain this further and set him up if he is interested

She called and left messagesI have tried to call back numerous times and left messagesEverytime I call I get a voicemail that says she is part time and to call after pmbut she never answersI have all the times on my call log for proof

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

I have reached out to this company and they said the manager would call me back about the refund, however he never does

Acting on good faith, our company has settled this claim with our customer, [redacted] ***The accepted claim amount is $1750.00, and was accepted on 3/19/ [redacted] has agreed on this amount and is satisfied with the outcome

We are not able to cover ***'s claim for the full amount that she is claimingUnfortunately, she removed the items from storage before she reported there was something wrongBecause of this we are unable to verify whether the damage was done while on property or after it was removed from
property and thus violates the terms of our Value CoverageHowever, our regional manager offered a deal in which we would cover a couple hundredAt the time the deal was offered, it was not acceptedHowever, it is still on the table should *** want to agree to it nowWe reached out to the various reviews she left with a way to contact us should she want to proceed - email us at ***@storage-mart.com

Greetings,Our manager *** has only been trying to enforce our company policies to Ms*** and her friendsShe has given her gate code to a customer that is delinquent and is also under suspicion of living inside her storage unit as she has been found on property at unauthorized timesBoth
of these are against policy. As such we believe she is trying to retaliate for being reminded of our policies*** is an excellent manager, and firing him is not an option as asked per Ms***.Attached is her lease where it explains that tenants are not allowed to live in units as well as the incident report our manager *** filled out preceding this complaintMs*** has also gone by *** *** in case that paperwork is not clear Ms*** was involved

Good afternoon Revdex.com, We have investigated with the regional manager for this store, and this issue has been addressed with our customer, according to the terms of the agreements signed at rental From our investigation into this situation: Our regional manager indicates that the customer
brought to his store manager’s attention, what the customer believed to be a mildew/pest issue on 2/26/The customer claimed to have found these issues at the time he was vacating his unitThe customer then claimed that there may have been a roof leak causing the mildew issueUpon looking into this further, we have examined the unit, and no roof leaks were foundAt this time, the store manager contacted the regional manager explaining the situationAlthough we do not cover rodents or mildew, as stated in our Value Coverage agreement, the store manager was given the approval for the customer to move forward in the claim processOn 2/28/the customer did in fact file a claim seeking $29,for damagesOur claims representative then handled the claim and initially awarded him $as a courtesy, although, per our lease agreement, rodents and mildew are not covered, and the items were removed from the unit The customer then refuted this payout amount, but later accepted a claim payout in the amount of $We believe our manager has made a good-faith effort to address and resolve all concerns and even offered the additional assistance ($750) to this customer for items that were not covered under our Value Coverage Plan

We have looked into this situation and have found that we needed to explain how this policy worked to her and give her a credit in good faithOur onsite manager reached out to *** and explained our first month free works depending on when during the month you move in and credited her account
If a customer moves in between the first and the middle of the month, we give that current month freeIf the customer moves in between the middle and the end of the month, we prorate that first month and give the next month freeWe believe she is happy with this resolutionIf she has any other concerns or issues, she is more than welcome to contact us at ***@storage-mart.com

We did not feel we needed to refund or apologizeCASE ID: *** On June 27, 2016, you provided the following information: Ms*** signed a lease agreement that clearly states payment policy for rent in section She even initialed the portion of the lease agreement stating that she was
declining auto pay and the consequence for not paying rent on time in section of the lease (which will be attached)The hold over occupancy is covered in section of the leaseThis explains moving out after the 1st of the month with the charges incurredOur rates are very competitive with other local storage companiesWe extensively research rates to make sure our customers pay a fair price for the space and service we provideDespite this, we did reduce ***'s payment anywayHowever we do not feel she is owed a refundWe are clearly following policy that is in line with the lease agreement she signed and initialed

We are very sorry that *** feels that she is getting the run aroundWe’ve had some hold ups on our side that we couldn’t control as *** is awareBecause of those hold ups, the process has been delayed and we’re sorry we haven’t kept her in the loopI have verified with accounting that the
check will be cut at the end of next weekOnce the check is cut we will overnight it to the store for *** to sign for and pick upI will say that it should be there by Wednesday, July at the latest; more than likely it will be available soonerOur store manager will call to confirm as soon as the check arrives in the store

We have decided to allow *** and her bf to move out of their unitsIf they move out during office hours, our manager will be present to address ***'s concernHowever, we need to discuss the terms with them and
have not been able to make contactPhone numbers are out of service and emails are coming back as undeliverableIf they get this message, we would like to talk with them as soon as possible

We have tried coming to a resolution with Ms***, but have not been able toWe unfortunately cannot cover Ms***'s claimThey did not let us know about any damage to their belongings until a few days after they moved out of our propertyWith no evidence that the damage occured on our property, we cannot validate paying for itWe must consider the damage as caused by unknown or mysterious causes which is exempt from being paid out in our value coverageHowever, we still offered $in good faith to help cover her lossThis offer was refusedIt is still on the table should they want to accept, but more we cannot doPlease see attached lease agreement and value coverage agreement

Complaint: ***
***’S SUPPORTED RESPONSES to STORAGE-MART’S DEFENSIVE RESPONSES to ***’S CLAIMS: We have reviewed Mr***'s accountIn the past we months we have waived late fees twice for him and feel that we are not responsible for the hold on his credit cardSo we will not reverse these chargesWe cannot hold funds; we either charge or do not charge and suggest that he speak with his credit card company regarding this issueRESPONSE: The previous waived late fees were credited because the website system sometimes will not accept my payments. These errors, caused by the website, create missed opportunities for me to pay on time, and causes late fees. Storage-Mart should rightly waive fees due to their Websites’ causes. Therefore, I have fees accessed now. I have been trying to pay my bill all month. I have attached the evidence that these fees are caused by the Websites’ inability to credit my paymentsEach time these errors occur, I cannot make my paymentI have also provided evidence, that there are/were enough funds available in the credit card, to pay the Storage-Mart bill, and still, the website refused to accept my payment. There is nothing wrong with the credit card. After Storage-Mart’s website would not accept my payment after (3) tries, I used this same credit card to pay three (3) other vendors: KCP&L (an online payment), KC Water (paid by telephone), and the Dollar General Store, (my in-store purchase). All three payments went through without a hitchMy credit card issuer and I both disagree with the statement; ‘Storage-Mart did not create a hold on my credit card.’ My issuer states: “When a charge is being run, the card issuer puts a hold on the card; for the amount of the charge, so that, when the charge actually clears, the funds are there. Otherwise, a card holder could charge again and again, possibly going over their credit limit, when all of those charges actually clear.” The hold is ‘placed’ or ‘held’, for days waiting to see if the charge will come through, then the hold is released. I have attached the statement from the card issuer, explaining that since the ‘hold’ happened over a weekend the number of days the hold was in effect was lengthened. This hold happened because Storage-Mart tried to run my credit card, while their system had a glitch. Even the Storage-Mart employee told me they were having problems with charging that day. He tried, and had no trouble charging another credit card for my other unit, but, since he had put a hold on the first credit card, he could not use the first card to pay for my second unitCustomers cannot make partial payments to usThey need to make the entire paymentHowever, we can split the units up into accounts so that Mr*** can pay them separatelyOur store manager will be contacting him to provide an additional email address in order to create two separate accountsRESPONSE: I did receive the email to separate my two units. However, the system is still not accepting payments, (as stated above and shown on the attachments), so the problems still existStorage-Mart continues to charge me fees for problems with their system which are out of my controlWe cannot automatically waive feesOur system is not built that way as all transactions need to be reviewedAlso issues like this are typically on an individual basis versus affecting all customersSo many times we do not know something is wrong unless the customer lets us knowHowever, should anything come up as a direct result of something being broken with our website, we will be happy to work with Mr*** to correct the issueRESPONSE: Each time I have had a problem, I have contacted Storage Mart. As you can see the problems were not corrected and I was charged for it. Sometimes Storage-Mart credits my account; most of the time they do notTo make things easier paying us, we also suggest going on EasyPayWith this option we can automatically charge the appropriate card each month and there is no fear of late feesOur store manager can explain this further and set him up if he is interestedRESPONSE: Easy Pay is not a viable solution. Easy Pay is sto access the credit card on the 1st of the month, which is not optimal for me. Funding on my credit cards happen between the 2nd and the 5th. The exact day changes but most often the funds are available on the 3rd of the month after pm I must check each time to see which card has the funds to pay my bills. That is why Storage-Mart has so many cards on file for me. I check which card has the funds to pay my bill the evening of the 3rd, then go on the website and pay* (if the Website is working). Even if Storage-Mart had the correct card on file for Easy Pay that month, they start charging on the 1st. I would still incur a late fee on the 4th since the funds would not be available in that credit card until after Storage-Mart had run my credit card on the 3rd CONCLUSION: 1. Storage-Mart’s website payment system does not always accept payments2. *** is not at fault for these deficiencies. 3. *** is paying the cost for Storage-Mart’s system failures. 4. Storage Mart should reimburse *** all fees charged to date (Which have not previously been reimbursed) 5. Storage-Mart should continue to reimburse *** for all future fees caused by Storage-Mart’s Website inability, (failures), to accept ***’s payments Sincerely,
*** ***