Store More Self Storage

Thank you for your letter of January 9th regarding the follow up of this complaint by [redacted] Ms [redacted] is incorrect in her statements: She in fact did NOT keep the intent of the arrangement and admitted so in her email of 11/14/to us The rental concessions we gave her during her stay have totaled $We did NOT change our minds regarding the price matchIn fact, we carried over the price reduction for an additional months as a good will gestureIn addition, we have waived fees in the amount of $507.19, for a total of $in customer relations We have indeed been diligent in contacting Ms [redacted] to resolve her issueJust in the last quarter of 2014, we either spoke to, sent emails, mailed letters and left voicemails on different occasions At no time did we hold Ms [redacted] items hostage when the account was paid current As she has been previously advised, the lease is on a month to month basis and she is free to move out at any time, given her displeasure with our services Ms [redacted] complaint is unfoundedWe will not be offering any further adjustments to her accountI cannot stress how much we have attempted to work with her regarding this issueWe are therefore resigned to the fact that this issue will remain unresolved in her eyes

The business was recently purchased and is under new ownership and operating as Advantage StorageSeveral conversations have taken place with Mrs*** on the situation she is faced with at her storage unit and all those she has spoken with have offered an apologyAlthough an apology does not
rectify the situationIn the storage business these kinds of things can and do happen as unfortunate as they areFor these reasons, that is why we require all tenants to carry insuranceAnd yes all leases do state that all personal property stored within or upon the storage space by occupant shall be at occupant’s sole risk and that the facility or its agents shall not be liable for any loss or damage beyond our controlThe facility does and has had in place a monthly treatment program to handle pest controlAs unfortunate is this situation management is trying to help in any way we can with this matter but full restitution will have to come from the insurance company(s)

The business was recently purchased and is under new ownership and operating as Advantage StorageSeveral conversations have taken place with Mrs*** on the situation she is faced with at her storage unit and all those she has spoken with have offered an apologyAlthough an apology does
not rectify the situationIn the storage business these kinds of things can and do happen as unfortunate as they areFor these reasons, that is why we require all tenants to carry insuranceAnd yes all leases do state that all personal property stored within or upon the storage space by occupant shall be at occupant’s sole risk and that the facility or its agents shall not be liable for any loss or damage beyond our controlThe facility does and has had in place a monthly treatment program to handle pest controlAs unfortunate is this situation management is trying to help in any way we can with this matter but full restitution will have to come from the insurance company(s)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I did in fact keep the intent of the arrangementAlso the "rental concessions" that were discussed were a price match of a competitors advertisement which they were supposed to honor and changed their mind after the price had been changed by the manager at the timeI have copies of more than emails which they did not respond to in any way, shape or formThe only items they emailed me where the monthly statements - until I formally complained, the management and responsible parties for Store More completely ignored my calls and emails for monthsThey have also mislead customers on the quality of their facility by removing negative comments from multiple reporting websites
Regards,
*** ***

Ms. [redacted] is correct when she stated she fell behind on her payments for her storage unit.   At that time; StoreMore! was willing to work out an arrangement that there would be a credit for any fees, besides the standard $20 late fee, charged if Ms. [redacted] came into the office to make...

partial payments, sign a partial payment form, and be paid in full by 7/30/14. This acceptance of partial payments and crediting of fees was-an exception to the lease that Ms. [redacted] signed 6/30/12, but offered in good faith based on Ms.[redacted] situation at the time.  All of these efforts were made in order to prevent Ms.[redacted] unit from going further into collections and possibly to auction.  Unfortunately, Ms. [redacted] did not keep the arrangement.  She dropped partial payment sat the office after business hours, without signing the necessary advised documentation.  Because of this lack of documentation suspending the lease's clause disallowing partial payments, immediate processing of such payments was not conducted. Ms. [redacted] was contacted at that time with no response.  In order to keep to the intent of the arrangement and with all partial payments received equaling the amount due, StoreMore! processed her entire past due payment on 07/30/14. However, because Ms. [redacted] did not keep her end of the arrangement, we did not and will not waive the $75 default fees.  This was explained to her by both the StoreMore! site and regional managers.Ms. [redacted] has fallen behind yet again on payments.  She said the reason for her late payment was due to the fact that we would not respond to her email inquiries and credit the $75 default fees assessed. Responses numbering over 26 have been made by both the StoreMore! site manager and regional manager via email, telephone and post.  These responses include our actions as a result of the broken arrangement, the address of payment towards rent first and fees secondary, and the overall flexibility of StoreMore! towards Ms. [redacted] situations during her stay totaling $498.70 in dismissed fees and$933.04 in rental concessions to date.  Unfortunately, Ms. [redacted] is not acknowledging our flexibility, nor accepting our response.

Thank you for your letter of January 9th regarding the follow up of this complaint by [redacted].  Ms. [redacted] is incorrect in her statements: 1. She in fact did NOT keep the intent of the arrangement and admitted so in her email of 11/14/14 to us . 2. The rental concessions we gave her during her stay have totaled $1394.00. We did NOT change our minds regarding the price match. In fact, we carried over the price reduction for an additional 8 months as a good will gesture. In addition, we have waived fees in the amount of $507.19, for a total of $1901.19 in customer relations.  3. We have indeed been diligent in contacting Ms. [redacted] to resolve her issue. Just in the last quarter of 2014, we either spoke to, sent emails, mailed letters and left voicemails on 22 different occasions.  4. At no time did we hold Ms. [redacted] items hostage when the account was paid current.  As she has been previously advised, the lease is on a month to month basis and she is free to move out at any time, given her displeasure with our services.  Ms. [redacted] complaint is unfounded. We will not be offering any further adjustments to her account. I cannot stress how much we have attempted to work with her regarding this issue. We are therefore resigned to the fact that this issue will remain unresolved in her eyes.

Our position remains the same as first submitted, resolution resides with the tenant insurance company(s).

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did in fact keep the intent of the arrangement. Also the "rental concessions" that were discussed were a price match of a competitors advertisement which they were supposed to honor and changed their mind after the price had been changed by the manager at the time. I have copies of more than 30 emails which they did not respond to in any way, shape or form. The only items they emailed me where the monthly statements - until I formally complained, the management and responsible parties for Store More completely ignored my calls and emails for months. They have also mislead customers on the quality of their facility by removing negative comments from multiple reporting websites.

Regards,

This is unacceptable as a business and as manager. You guys should be ashamed of yourself putting all the responsibility on the insurance. I will be speaking with my attorney as well as other sources until this is resolved. And no you guys have not been helpful in anyway besides holding my items in the facility until the claim is over. I was to end my contract on Aug 20th but no I'm stuck with contaminated belongings. If we can't come to an agreement on anything besides you not reimbursing me for my storage unit then further actions will be sought. And you guys keep saying you apologize no you don't you just want me out of your hair. I won't stop fighting until my kids and I aren't sleeping on blowup mattress because of you business careless act of keeping pest out of the unita.

Ms. [redacted] is correct when she stated she fell behind on her payments for her storage unit.   At that time; StoreMore! was willing to work out an arrangement that there would be a credit for any fees, besides the standard $20 late fee, charged if Ms. [redacted] came into the office to make...

partial payments, sign a partial payment form, and be paid in full by 7/30/14. This acceptance of partial payments and crediting of fees was-an exception to the lease that Ms. [redacted] signed 6/30/12, but offered in good faith based on Ms.[redacted] situation at the time.  All of these efforts were made in order to prevent Ms.[redacted] unit from going further into collections and possibly to auction.  Unfortunately, Ms. [redacted] did not keep the arrangement.  She dropped partial payment sat the office after business hours, without signing the necessary advised documentation.  Because of this lack of documentation suspending the lease's clause disallowing partial payments, immediate processing of such payments was not conducted. Ms. [redacted] was contacted at that time with no response.  In order to keep to the intent of the arrangement and with all partial payments received equaling the amount due, StoreMore! processed her entire past due payment on 07/30/14. However, because Ms. [redacted] did not keep her end of the arrangement, we did not and will not waive the $75 default fees.  This was explained to her by both the StoreMore! site and regional managers.Ms. [redacted] has fallen behind yet again on payments.  She said the reason for her late payment was due to the fact that we would not respond to her email inquiries and credit the $75 default fees assessed. Responses numbering over 26 have been made by both the StoreMore! site manager and regional manager via email, telephone and post.  These responses include our actions as a result of the broken arrangement, the address of payment towards rent first and fees secondary, and the overall flexibility of StoreMore! towards Ms. [redacted] situations during her stay totaling $498.70 in dismissed fees and$933.04 in rental concessions to date.  Unfortunately, Ms. [redacted] is not acknowledging our flexibility, nor accepting our response.

Thank you for your letter of January 9th regarding the follow up of this complaint by [redacted].  Ms. [redacted] is incorrect in her statements: 1. She in fact did NOT keep the intent of the arrangement and admitted so in her email of 11/14/14 to us . 2. The rental concessions we gave her during her stay have totaled $1394.00. We did NOT change our minds regarding the price match. In fact, we carried over the price reduction for an additional 8 months as a good will gesture. In addition, we have waived fees in the amount of $507.19, for a total of $1901.19 in customer relations.  3. We have indeed been diligent in contacting Ms. [redacted] to resolve her issue. Just in the last quarter of 2014, we either spoke to, sent emails, mailed letters and left voicemails on 22 different occasions.  4. At no time did we hold Ms. [redacted] items hostage when the account was paid current.  As she has been previously advised, the lease is on a month to month basis and she is free to move out at any time, given her displeasure with our services.  Ms. [redacted] complaint is unfounded. We will not be offering any further adjustments to her account. I cannot stress how much we have attempted to work with her regarding this issue. We are therefore resigned to the fact that this issue will remain unresolved in her eyes.

The business was recently purchased and is under new ownership and operating as Advantage Storage. Several conversations have taken place with Mrs. [redacted] on the situation she is faced with at her storage unit and all those she has spoken with have offered an apology. Although an apology does...

not rectify the situation. In the storage business these kinds of things can and do happen as unfortunate as they are. For these reasons, that is why we require all tenants to carry insurance. And yes all leases do state that all personal property stored within or upon the storage space by occupant shall be at occupant’s sole risk and that the facility or its agents shall not be liable for any loss or damage beyond our control. The facility does and has had in place a monthly treatment program to handle pest control. As unfortunate is this situation management is trying to help in any way we can with this matter but full restitution will have to come from the insurance company(s).