Top Shelf Storage, LLC

When rick did cut the lock due to us misplacing our key and we were moving out at the time My husband did ask what do I owe you since he did have to cut the lock and Rick stated nothing There was no storage fee mentioned and we didn't receive a replacement lock as we was moving out at the time If there was and is a fee he claims we owed we have no reason or intention not to pay He did not tell us at the time when asked [redacted] Here is my receipt with same cc being charged 9/1/ [redacted] Begin forwarded message: From: "Top Shelf Storage" Date: September 1, at 6:14:PM AKDTTo: < [redacted] @gmail.com>Subject: Receipt for your payment at Top Shelf Storage LLC Dear [redacted] , Thank you for your recent payment at Top Shelf Storage LLC Your receipt is attached ================================================================================...⇄ Top Shelf Storage LLC Old Seward Highway Anchorage, AK 907-868- Payment Receipt Lease Number [redacted] Company Date Printed September 1, Tenant [redacted] Payment Date September 1, 6:PM Address [redacted] ** Paid Thru September 30, City, State, Zip [redacted] ** *** Current Balance $ Receipt Number [redacted] By Rick M [redacted] Unit [redacted] Date Unit Description Charge Discount Tax Total Payment Method 09/01/ B Rent 9/1-9/ Master Card 09/01/ B Rent 9/1-9/ Credit Taxes Payment (less tax) Payment Subtotal Credits Applied Refunds Applied Total Applied to Account Current Account Balance Paid By Master Card [redacted] Paid Thru Date September 30, Transaction Type Sale Authorization [redacted] Reference [redacted] I agree to pay the above amount according to the card issuer statement x _________________________________________________ Here is my deposit I put down 8/28/paying with my credit card See next email to follow [redacted] Begin forwarded message: From: "Top Shelf Storage" Date: August 28, at 1:32:PM AKDTTo: < [redacted] @gmail.com>Subject: Receipt for your payment at Top Shelf Storage LLC Dear [redacted] , Thank you for your recent payment at Top Shelf Storage LLC Your receipt is attached ================================================================================...⇄ Top Shelf Storage LLC Old Seward Highway Anchorage, AK 907-868- Payment Receipt Lease Number Company Date Printed August 28, Tenant [redacted] Payment Date August 28, 1:PM Address [redacted] *** Paid Thru City, State, Zip [redacted] ** *** Current Balance $ Receipt Number [redacted] By [redacted] Unit Date Unit Description Charge Discount Tax Total Payment Method 08/28/ Reservation Fee Master Card Taxes Payment (less tax) Payment Subtotal Credits Applied Refunds Applied Total Applied to Account Current Account Balance Paid By Master Card [redacted] Paid Thru Date Transaction Type Sale Authorization [redacted] Reference [redacted] I agree to pay the above amount according to the card issuer statement x _________________________________________________

Complaint: [redacted] I am rejecting this response because: I received this email on 12/2/stating per your storage agreement, the items stored in your unit became the property of Top Shelf Storage on 11/6/ It also states 12/12/is the deadline to pay account in full or your stored items will be removed then sold or discarded I was taken by surprise as I didn't know they didn't have my cc on file I also would of thought they would of called or send me a email Just as soon as I received this email I replied and calledI also contacted them the next business day and paid over the phone I was also shocked they stated they owned my property as of 11/6/per your storage agreement but didn't contact me until 12/2/ I didn't understand how they would own my property when I just moved in as 10/21/and I never completed a new storage agreement After I paid over the phone, I went up to the business to receive a copy of the agreement they stated At that time is when I noticed the had whited out some information from my old agreement on the first page to reflect 10/21/and left the additional pages to the first agreement attached with my signatures of 8/28/dates Please see additional emails to follow [redacted] Begin forwarded message: From: [redacted] < [redacted] @gmail.com>Date: December 3, at 10:02:PM AKSTTo: Top Shelf Storage Subject: Re: Stored Items to be Sold or Discarded Rick, I left you a message on your phone Friday evening when I received this email I also called first thing this morning and paid over the phone I would of thought you would of called me if you didn't have a cc on file from my previous September temporary rental You have reached out and called on several occasions when you had a vacancy coming open for a bigger storage unit in October I'm a business owner to and I know how easy it is to make a call to customer to resolve something so quick and easy We are also good customers! I'm disappointed and shocked of the unethical and illegal practice of falsifying documents I was very thankful and grateful that y'all was able to get us in temporarily in September for days and also when there was mishap involving someone running into our storeYou were able to find us a unit to rent to accommodate our items We had discussed at one time doing a year lease which we never received or signed an agreement How this issue was handled has created a sense of mistrust It has made us unsure to continue to rent [redacted] , [redacted] On Dec 2, 2016, at 5:PM, Top Shelf Storage wrote: [redacted] , Sunday, December 11th, at 6pm is your deadline to have your account paid in full If your FULL payment is not received in our office by 6pm on Sunday, December 11th, YOUR STORED ITEMS WILL BE REMOVED THEN SOLD OR DISCARDED Per your Storage Agreement, the items stored in your unit became the property of Top Shelf Storage on November 6th Please contact our office immediately to make your payment Your charges owed are: Storage Fees for Oct21st through Oct31st: $ Storage Fees for November: $ November Late Fee: $ Storage Fees for December: $ Total due: $ If these charges are not paid by Monday, Dec5th at 6pm, December late fees will be added to the balance making the total due $ Rick M [redacted] – Manager Top Shelf Storage, LLC Old Seward Hwy Anchorage, AK 907-868-Office [redacted] Mobile (for emergencies) [email protected] www.topshelfstoragellc.com From: "Top Shelf Storage" Date: December 5, at 12:37:PM AKSTTo: < [redacted] @gmail.com>Subject: I'm sorry [redacted] , I’m sorry for what has happened I am confident that your mistrust can be restored I would really like to be able to talk about it in person Are you able to stop by sometime soon? Thanks so much, Rick M [redacted] – Manager Top Shelf Storage, LLC Old Seward Hwy Anchorage, AK 907-868-Office [redacted] Mobile (for emergencies) [email protected] www.topshelfstoragellc.com From: [redacted] < [redacted] @gmail.com>Date: December 2, at 8:52:PM AKSTTo: [email protected] I can't believe we are receiving this email I can't believe you could not call us We are not the people to not pay our bill I thought there would be a credit card on file if not a simple call would have been nice I will call tomorrow as I'm just now seeing this email [redacted] Sincerely, [redacted]

As outlined in the initial response, the storage fees for 10/through 10/3, cutting off the padlock, and the replacement padlock were provided to the customer as a courtesy

Explanation of events: Top Shelf Storage operates on a monthly Storage Agreement document between Management and the customer This customer had initially occupied a storage unit beginning 9/1/ The customer moved out of the storage unit on 10/3/ A few weeks later the customer telephoned us requesting a larger storage unit A monthly rate was agreed to, a reservation was made, and the customer moved into the new storage unit on 10/21/ Since the new storage unit was occupied within three weeks of moving out of the first storage unit, in good faith, Management chose to utilize the initial Storage Agreement and amend the storage unit number and monthly rate For the convenience of customers, over the past two years Management has utilized this practice for over one hundred customers who have transferred from one storage unit to another storage unit This practice has not been a problem to this point and has no customer has expressed concern about this practice until now To improve our customer service in future, similar circumstances, Management has decided to confirm with each customer whether the customer would prefer a new, signed Storage Agreement or if amending the original storage agreement will be acceptable Management is committed to the highest level of customer service Management took no action to obtain any underhanded gain by amending the original agreement The choice to amend the agreement after the customer’s verbal agreement to the monthly rate was chosen for the convenience of the customer If the customer had requested a new storage agreement at the time that the second unit was moved into, Management would have gladly provided it Incidentally, as a business prerogative, Management occasionally provides products and services without charge to customers As a courtesy during the time of this customer’s occupancy of the first storage unit, Management: 1) Waived the $storage fees due from 10/through 10/ 2) Cut off the customer’s padlock without charge (normally a $fee) when the customer informed Management that the padlock keys had been lost 3) Provided a $replacement padlock free of charge If this customer would like to have a new, signed, monthly agreement to replace the former agreement, Management is ready to provide that agreement to this customer Sincerely, Rick M [redacted] – General Manager Top Shelf Storage

When rick did cut the lock due to us misplacing our key and we were moving out at the time. My husband did ask what do I owe you since he did have to cut the lock and Rick stated nothing. There was no storage fee mentioned and we didn't receive a replacement lock as we was moving out at the time
If there was and is a fee he claims we owed we have no reason or intention not to pay. He did not tell us at the time when asked
*** ***
Here is my receipt with same cc being charged 9/1/
*** ***
Begin forwarded message:
From: "Top Shelf Storage" Date: September 1, at 6:14:PM AKDTTo: Subject: Receipt for your payment at Top Shelf Storage LLC
Dear ***,
Thank you for your recent payment at Top Shelf Storage LLC. Your receipt is attached
================================================================================...⇄
Top Shelf Storage LLC Old Seward Highway Anchorage, AK 907-868-
Payment Receipt
Lease Number *** Company Date Printed September 1, Tenant *** *** Payment Date September 1, 6:PM Address *** *** **. Paid Thru September 30, City, State, Zip *** ** *** Current Balance $ Receipt Number *** By Rick M*** Unit ***
Date Unit Description Charge Discount Tax Total Payment Method 09/01/16 B024 Rent 9/1-9/30 260.00 0.00 0.00 260.00 160.00 Master Card
09/01/16 B024 Rent 9/1-9/30 260.00 0.00 0.00 260.00 100.00 Credit
Taxes Payment (less tax) Payment Subtotal Credits Applied Refunds Applied Total Applied to Account
Current Account Balance Paid By Master Card *** Paid Thru Date September 30, Transaction Type Sale Authorization *** Reference ***
I agree to pay the above amount according to the card issuer statement
x _________________________________________________
Here is my deposit I put down 8/28/paying with my credit card
See next email to follow
*** ***
Begin forwarded message:
From: "Top Shelf Storage" Date: August 28, at 1:32:PM AKDTTo: Subject: Receipt for your payment at Top Shelf Storage LLC
Dear ***,
Thank you for your recent payment at Top Shelf Storage LLC. Your receipt is attached
================================================================================...⇄
Top Shelf Storage LLC Old Seward Highway Anchorage, AK 907-868-
Payment Receipt
Lease Number Company Date Printed August 28, Tenant *** *** Payment Date August 28, 1:PM Address *** *** *** Paid Thru City, State, Zip *** ** *** Current Balance $ Receipt Number *** By*** *** Unit
Date Unit Description Charge Discount Tax Total Payment Method 08/28/16 Reservation Fee 100.00 0.00 0.00 100.00 100.00 Master Card
Taxes Payment (less tax) Payment Subtotal Credits Applied Refunds Applied Total Applied to Account
Current Account Balance Paid By Master Card *** Paid Thru Date Transaction Type Sale Authorization *** Reference ***
I agree to pay the above amount according to the card issuer statement
x _________________________________________________

Complaint: [redacted]I am rejecting this response because:
 I received this email on 12/2/16 stating  per your storage agreement, the items stored in your unit became the property of Top Shelf Storage on 11/6/16.   It also states 12/12/16 is the deadline to pay account in full or your stored items will be removed then sold or discarded.  
 
I was taken by surprise as I didn't know they didn't have my cc on file.  I also would of thought they would of called or send me a email.  Just as soon as I received this email I replied and called. I also contacted them the next business day and paid over the phone.  I was also shocked they stated they owned my property as of 11/6/16 per your storage agreement but didn't contact me until 12/2/16.  I didn't understand how they would own my property when I just moved in as 10/21/16 and I never completed a new storage agreement. 
 
After I paid over the phone, I went up to the business to receive a copy of the agreement they stated.  At that time is when I noticed the had whited out some information from my old agreement on the first page to reflect 10/21/16 and left the additional pages to the first agreement attached with my signatures of 8/28/16 dates.  
 
Please see additional emails to follow
 
[redacted] [redacted] 
 
 
 
 
 
Begin forwarded message:
From: [redacted] Date: December 3, 2016 at 10:02:58 PM AKSTTo: Top Shelf Storage Subject: Re: Stored Items to be Sold or Discarded
Rick, 
 
I left you a message on your phone Friday evening when I received this email.  I also called first thing this morning and paid over the phone.  I would of thought you would of called me if you didn't have a cc on file from my previous September 2016 temporary rental.  You have reached out and called on several occasions when you had a vacancy coming open for a bigger storage unit in October.
 
I'm a business owner to and I know how easy it is to make a call to customer to resolve something so quick and easy.  We are also good customers!  I'm  disappointed and shocked of the unethical and illegal practice of falsifying documents.  
 
I was very thankful and grateful that y'all was able to get us in temporarily in September for 30 days and also when there was mishap involving someone running into our store. You were able to find us a unit to rent to accommodate our items.  We had discussed at one time doing a year lease which we never received or signed an agreement.
 
How this issue was handled has created a sense of mistrust.  It has made us unsure to continue to rent. 
 
[redacted],
[redacted]
On Dec 2, 2016, at 5:21 PM, Top Shelf Storage wrote:
[redacted],
 
Sunday, December 11th, at 6pm is your deadline to have your account paid in full.  If your FULL payment is not received in our office by 6pm on Sunday, December 11th, YOUR STORED ITEMS WILL BE REMOVED THEN SOLD OR DISCARDED.  Per your Storage Agreement, the items stored in your unit became the property of Top Shelf Storage on November 6th.
 
Please contact our office immediately to make your payment.  Your charges owed are:
 
Storage Fees for Oct. 21st through Oct. 31st:  $111.77
Storage Fees for November:  $315.00
November Late Fee:  $25.00
Storage Fees for December:  $315.00
Total due:  $767.00
 
If these charges are not paid by Monday, Dec. 5th at 6pm, December late fees will be added to the balance making the total due $792.00.
 
Rick M[redacted] – Manager
Top Shelf Storage, LLC
11711 Old Seward Hwy.
Anchorage, AK 99515
907-868-7867 Office
[redacted] Mobile (for emergencies)
[email protected]
www.topshelfstoragellc.com
 
 
From: "Top Shelf Storage" Date: December 5, 2016 at 12:37:12 PM AKSTTo: Subject: I'm sorry
[redacted],
 
I’m sorry for what has happened.  I am confident that your mistrust can be restored.
 
I would really like to be able to talk about it in person.  Are you able to stop by sometime soon?
 
Thanks so much,
 
Rick M[redacted] – Manager
Top Shelf Storage, LLC
11711 Old Seward Hwy.
Anchorage, AK 99515
907-868-7867 Office
[redacted] Mobile (for emergencies)
[email protected]
www.topshelfstoragellc.com
 
From: [redacted] Date: December 2, 2016 at 8:52:42 PM AKSTTo: [email protected]
I can't believe we are receiving this email.  I can't believe you could not call us.  We are not the people to not pay our bill.  I thought there would be a credit card on file if not a simple call would have been nice.  I will call tomorrow as I'm just now seeing this email.. [redacted]
Sincerely,[redacted]

As outlined in the initial response, the storage fees for 10/1 through 10/3, cutting off the padlock, and the replacement padlock were provided to the customer as a courtesy.

Explanation of events:
 
Top Shelf Storage operates on a monthly Storage Agreement document between Management and the customer.  This customer had initially occupied a storage unit beginning 9/1/2016.  The customer moved out of the storage unit on 10/3/2016.
A few weeks later the...

customer telephoned us requesting a larger storage unit.  A monthly rate was agreed to, a reservation was made, and the customer moved into the new storage unit on 10/21/2016.  Since the new storage unit was occupied within three weeks of moving out of the first storage unit, in good faith, Management chose to utilize the initial Storage Agreement and amend the storage unit number and monthly rate.  For the convenience of customers, over the past two years Management has utilized this practice for over one hundred customers who have transferred from one storage unit to another storage unit.  This practice has not been a problem to this point and has no customer has expressed concern about this practice until now.
To improve our customer service in future, similar circumstances, Management has decided to confirm with each customer whether the customer would prefer a new, signed Storage Agreement or if amending the original storage agreement will be acceptable.
Management is committed to the highest level of customer service.  Management took no action to obtain any underhanded gain by amending the original agreement.  The choice to amend the agreement after the customer’s verbal agreement to the monthly rate was chosen for the convenience of the customer.  If the customer had requested a new storage agreement at the time that the second unit was moved into, Management would have gladly provided it.
Incidentally, as a business prerogative, Management occasionally provides products and services without charge to customers.  As a courtesy during the time of this customer’s occupancy of the first storage unit, Management:
1)  Waived the $26.00 storage fees due from 10/1 through 10/3.
2)  Cut off the customer’s padlock without charge (normally a $25.00 fee) when the customer informed Management that the padlock keys had been lost.
3)  Provided a $15.00 replacement padlock free of charge.
If this customer would like to have a new, signed, monthly agreement to replace the former agreement, Management is ready to provide that agreement to this customer.
Sincerely,
 
Rick M[redacted] – General Manager
Top Shelf Storage