Storequest

Initial Business Response / [redacted] (1000, 5, 2016/03/23) */ I spoke with the location manager soon after the incident occurred and the location manager gave me a detailed description of what had occurredThe manager had been having conversations with ***'s husband who was the signer on the LeaseThe tenant's account had been on auto pay until December of when they changed their Credit CardAt that point in time the manager had discussed with the tenant (husband) that if he wished to remain on auto pay he would need to fill out an auto pay authorization formSince then the tenant (husband) has been coming in to pay in person and made no mention of being put back on auto payIn March the tenant did not pay their bill in a timely fashionThe location manager did send a courtesy email and text to remind them their bill was outstandingOn March 16, the tenant (husband) came in and paid the bill with the associated penaltiesAt that time the manager asked the tenant if he would like to be set back up for auto pay, he said yes and signed the authorization formLater that day the tenant's wife (***) called and was very upset with the business about the Late Fee and the Preliminary Lien fee that was attached to the accountThe manager explained to her that those were the fees that attach to the account when the account is past due after daysThe fees associated are in accordance to the State of California Storage Lien Law that every self-storage business must abide by We here at Stor It Self Storage take pride in providing the best customer service possible while remaining in accordance to our Lease and California Lien LawMy sincerest apologies go out to [redacted] for having a bad experience with us, but since their account is back on auto pay I don't believe they will have any further issues Sincerely, Regional Manager

Initial Business Response /* (1000, 5, 2016/03/23) */
I spoke with the location manager soon after the incident occurred and the location manager gave me a detailed description of what had occurred. The manager had been having conversations with [redacted]'s husband who was the signer on the Lease. The...

tenant's account had been on auto pay until December of 2015 when they changed their Credit Card. At that point in time the manager had discussed with the tenant (husband) that if he wished to remain on auto pay he would need to fill out an auto pay authorization form. Since then the tenant (husband) has been coming in to pay in person and made no mention of being put back on auto pay. In March 2016 the tenant did not pay their bill in a timely fashion. The location manager did send a courtesy email and text to remind them their bill was outstanding. On March 16, 2016 the tenant (husband) came in and paid the bill with the associated penalties. At that time the manager asked the tenant if he would like to be set back up for auto pay, he said yes and signed the authorization form. Later that day the tenant's wife ([redacted]) called and was very upset with the business about the Late Fee and the Preliminary Lien fee that was attached to the account. The manager explained to her that those were the fees that attach to the account when the account is past due after 15 days. The fees associated are in accordance to the State of California Storage Lien Law that every self-storage business must abide by.
We here at Stor It Self Storage take pride in providing the best customer service possible while remaining in accordance to our Lease and California Lien Law. My sincerest apologies go out to [redacted] for having a bad experience with us, but since their account is back on auto pay I don't believe they will have any further issues.
Sincerely,
Regional Manager