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Tenants notified us on 6-6-that they will be vacating there unit by July and also asked about refund information.I replied back to them that I will schedule the move out date for them as they requested but unfortunately due to company policy we won't be able to issue a refund since they prepaid on a 50% off 1year discountThey later on in the week came into the office to discuss this matterI again told them that company policy states we cannot issue a refund on a prepaid discount if the person who chooses to move out earlier than the 1year prepaid planTenants were wanting to move out mths earlyThey then stated that the employee prior told them they wiJI be able to get a refund if they decide to move out earlyThere is no note in the account stating that promise nor was there a written statement for that agreementThe Employee who they said promised this to them and set up this discount at the time they moved in no longer works at this companyI have spoken with upper management about this situation, and they told me that this policy for refunds has been a rule for a long time and they will stand firm on this unless there was a written statement between tenant and storage consultant on the agreement of refundThere is no written statementI apologized to the tenants and told them unfortunately it's out of my hands and they would need to speak to corporate further about this matter

Revdex.com: 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.[Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Revdex.com:
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.[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Tenants notified us on 6-6-15 that they will be vacating there unit by July 30 1 and also asked about refund information.I replied back to them that I will schedule the move out date for them as they requested but unfortunately due to company policy we won't be able to issue a refund since...

they prepaid on a 50% off 1year discount. They later on in the week came into the office to discuss this matter. I again told them that company policy states we cannot issue a refund on a prepaid discount if the person who chooses to move out earlier than the 1year prepaid plan. Tenants were wanting to move out 6 mths early. They then stated that the employee prior told them they wiJI be able to get a refund if they decide to move out early. There is no note in the account stating that promise nor was there a written statement for that agreement. The Employee who they said promised this to them and set up this discount at the time they moved in no longer works at this company. I have spoken with upper management about this situation, and they told me that this policy for refunds has been a rule for a long time and they will stand firm on this unless there was a written statement between tenant and storage consultant on the agreement of refund. There is no written statement. I apologized to the tenants and told them unfortunately it's out of my hands and they would need to speak to corporate further about this matter.

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.[Provide details of why you are not satisfied with this resolution.]

Regards,

Tenants notified us on 6-6-15 that they will be vacating there unit by July 30 1 and also asked about refund information.I replied back to them that I will schedule the move out date for them as they requested but unfortunately due to company policy we won't be able to issue a refund since...

they prepaid on a 50% off 1year discount. They later on in the week came into the office to discuss this matter. I again told them that company policy states we cannot issue a refund on a prepaid discount if the person who chooses to move out earlier than the 1year prepaid plan. Tenants were wanting to move out 6 mths early. They then stated that the employee prior told them they wiJI be able to get a refund if they decide to move out early. There is no note in the account stating that promise nor was there a written statement for that agreement. The Employee who they said promised this to them and set up this discount at the time they moved in no longer works at this company. I have spoken with upper management about this situation, and they told me that this policy for refunds has been a rule for a long time and they will stand firm on this unless there was a written statement between tenant and storage consultant on the agreement of refund. There is no written statement. I apologized to the tenants and told them unfortunately it's out of my hands and they would need to speak to corporate further about this matter.