Tuck-It-Away Associates L.P.

My name is [redacted] , [redacted] for Tuck-it-away Associates L.PI’m responding to our customer’s complaint regarding billing/collection issuesWe here at Tuck-it-away stride to provide each customer with the best storage experience as possibleWith that said I’m sorry to hear that you’re unhappy with your upcoming monthly storage rateAfter reviewing your account I see that you have been a customer of Tuck-it-away since and would like to thank you for your continued businessAs per your lease agreement, the monthly occupancy charge or any other charge may be increased at the beginning of any calendar month by [redacted] giving Occupant not less than days written notice of the increase, by first class mail, to the Occupant’s address stated in the agreement, which Tuck-it-away has doneAs a valued customer of Tuck-it-away I would like to assure you that we will continue to provide you with written notice by mail regarding any changes made with at least a day noticeTuck-it-away reached out,spoke with the customer and offered to waive part of the increase but this offer was declined by the customerIf you have any further questions regarding this matter or any other concerns that you may have, please feel free to contact me at ###-###-#### Thank you [redacted]

My name is *** ***, *** *** *** for Tuck-it-away Associates L.PI’m responding to our customer’s complaint regarding insurance and reported damaged propertyWe here at Tuck-it-away stride to provide each customer with the best storage experience as possibleWith that
said we are pleased to assist the customer with filling an insurance claimAs per the lease agreement, Occupant is responsible for maintaining insurance on stored propertyCustomer has yet to file a claim but contact has been made with the customer and all information on filing a claim with her insurance company has been provided. If you have any other questions regarding this matter please feel free to reach out.Thank you*** ***, *** *** ***

My name is Brandon O[redacted], Customer Service Supervisor for Tuck-It-Away. I'm responding to a service issue complaint, ID# [redacted]. We here at Tuck-It-Away strive provided each customer with the best storage experience possible. With that being said I'm sorry to hear about your reported service...

issues. Tuck-It-Away is a self-storage facility and as per the rental agreement, customers are responsible for maintaining their own insurance. We provide a free truck and driver for most new rentals and customers can pay an additional fee for helpers to assist with the loading and off-loading of belongings. Customers should have all items wrapped, boxed, and secured prior to the truck and driver arriving. We try our best to estimate the amount of time that would be needed to assist each customer in and out of our facilities but again being that it is self-storage we're sometimes unaware of every item being stored. After reviewing the accoun t I noticed that an additional storage unit was needed as well. I believe this is the reason why additional time was needed in assisting the customer with her move-in.If you have any further questions please feel free to reach out. Thank you Brando O[redacted]

My name is Brandon O[redacted], Customer Service Supervisor for Tuck-It-Away Self-Storage. I responding to a complaint regarding product issues. We here at Tuck-It-Away stride to provide each customer with the best storage experience possible. With that said I’m sorry to hear of your reported property damage and I would also like to apologize regarding us playing phone tag. Contact has been made with the customer in hopes of resolving the situation. If you have any further questions please feel free to contact me at ###-###-#### Thank you Brandon O[redacted] Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
All my items were wrapped and boxed, except for the furniture, which was not put in boxes. I did not put my furniture in boxes since the customer service person that I spoke to, Steve C[redacted], told me repeatedly that the furniture would be covered with blankets. As I mentioned in my original complaint, I also asked the movers if they had blankets and they said that the furniture would be wrapped in blankets in the truck which they did not do. If I had known that they would not have used blankets for the move, I would have hired other movers and used a different storage facility since I know that the furniture would be damaged if it was not covered.Yes, an additional storage unit was needed however, it was a small unit. The additional 3 hours was not due to there being a need for an additional unit. The movers would move 1 item at a time from the elevator to the truck, they were texting on their phones constantly and would just stand idly by and watch one of the other movers move a box. It could not have been more obvious that they were told to take their time.I would like a refund on the time overage charges since they damaged my furniture and purposefully took their time in moving my items. 
Thank you,[redacted]
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

My name is [redacted] for Tuck-it-away Associates L.P. I’m responding to our customer’s complaint regarding billing/collection issues. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry...

to hear that you’re unhappy with your upcoming monthly storage rate. After reviewing your account I see that you have been a customer of Tuck-it-away since 2009 and would like to thank you for your continued business. As per your lease agreement, the monthly occupancy charge or any other charge may be increased at the beginning of any calendar month by [redacted] giving Occupant not less than 30 days written notice of the increase, by first class mail, to the Occupant’s address stated in the agreement, which Tuck-it-away has done. As a valued customer of Tuck-it-away I would like to assure you that we will continue to provide you with written notice by mail regarding any changes made with at least a 30 day notice. Tuck-it-away reached out,spoke with the customer and offered to waive part of the increase but this offer was declined by the customer. If you have any further questions regarding this matter or any other concerns that you may have, please feel free to contact me at ###-###-#### Thank you [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I appreciate Tuck-It-Away's offer to provide packing materials at no cost in order to repackage those items that were not damaged in the water incident. I also would like to acknowledge that the insurer responded to my claim promptly. I would, however, like to ask that Tuck-It-Away keep tenants informed of developments with respect to pipe and temperature remediation. While these not be concerns as the weather changes, they will likely be concerns again next winter. 
Sincerely,
[redacted]

Review: I have had my belongings stored at Tuck-It-Away storage for the passed 3 years. I have had several issues regarding rat droppings, unfortunately things have gotten considerably worse. This weekend, I discovered bed bugs in the unit. I believe these vermin are traveling with the bugs from room to room in the facility. Family heirlooms have been completely destroyed and I’m devastated. I've paid over $5,000 to keep my belongings safe and now have nothing to show for it. I've already contacted the facility and customer service regarding theses issues. The place is an absolute mess and I would never recommend it. This is a health hazard. It's gotten worse over the passed years. I have a child, I can’t bring whatever is upholstered home. My life was in that unit. A lot of the things stored in there are worth more than monetary value, they had sentimental value; irreplaceable things. I need to retrieve the rest of what I can salvage, but I believe Tuck-It-Away employees or a pest control professional should be the ones to venture in there. I am not getting good feed back from the Tuck-It-Away representative. He keeps mentioning insurance. However, the insurance states that they do not insure for my damages (rodents, vermin or insects). Therefore, even if I had insurance, looks as if it would not help in this case.Desired Settlement: I feel since my things are pretty much destroyed, I should get what I paid back to keep them safe. Also, I have porcelain doll collectibles in there that are older than I am. I have things passed down from family that can't be replaced. We would have to discuss how to "replace" those items.

Consumer

Response:

At this time, I have not been contacted by Tuck-It-Away Associates L.P. regarding complaint ID [redacted].

Sincerely,

Business

Response:

The e-mail is in reference to case# [redacted]

My name is [redacted], [redacted] for Tuck-it-away L.P.. I’m responding to our customer’s complaint regarding property damage. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry to hear of your reported property damage. After reviewing your account I see that you’ve been a customer of Tuck-it-away since 2011 and I would like to thank you for your continued business. As per your lease agreement, Occupant is responsible for maintaining their own insurance. Customers are offered insurance through of [redacted] tenant insurance program but are welcome to purchase insurance with any company if the customer is not satisfied with the coverage that [redacted] offers. As a valued customer of Tuck-it-away I would like to assure you that we will continue to provide each building with the support needed to maintain all building conditions.

If you have any further questions regarding this matter or any other concerns please feel free to contact me at ###-###-####

Thank you

Review: A dead rat/mouse was removed from my unit [redacted]. My insurance will nit cover the damges bc they dont ferl there are any. Example if a pair of 55.00 Levis were not eaten through the pants are deemed not damage. But any one would agree ut is un safebto wear rat infested and urinated clothing.Desired Settlement: 1. Refund. 2.Move my items for free to other location.3. Refund of monies for months paid.4. Laundry drop off service reimbursment. 5.My unit cleaned as im present to locate any damage or rats. Boxes since plastic bags arent suffcient.6. A public notice that a rat 2 in a year have been found dead in tenats unit. Since this had happend twice to me in a year. 6. Proper documentation pictures etc of damage

Business

Response:

My name is [redacted], [redacted] for Tuck-it-away Associates L.P. I’m responding to our customer’s complaint regarding insurance and reported damaged property. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said we are pleased to assist the customer with filling an insurance claim. As per the lease agreement, Occupant is responsible for maintaining insurance on stored property. Customer has yet to file a claim but contact has been made with the customer and all information on filing a claim with her insurance company has been provided. If you have any other questions regarding this matter please feel free to reach out.Thank you[redacted], [redacted]

Review: Dear President, I have been a customer at Tuck It Away Storage in Manhattan for over one year. Resently I have been going out of town very often and not able to get down to the location. On October **, 2013 I went to pay my bill which was $120.00 (past due from September *, 2013. I learned that I had a $75.00 auction fee. Which I had never heard of. 1. The fee was placed on my account on October **, 2013 and I went down there on October **, 2013. My items were still at the location and not auctioned off. I see no reason why this fee can not be removed. I spoke to [redacted] and [redacted] who were both unhelpful. 2. I have been a customer with you for over a year and spent well over $75. I have stayed at the facility mainly because I do not feel like moving my stuff. 3. There are many storage facilities in Manhattan and from what I have seen this is the worst one in terms of looks, cleanliness and customer service. I will be taking my business elsewhere and notifying all my friends and family of your horrible customer service. 4. I never received any mail regarding a $75 auction fee and I did receive phone calls which did not mention this. I think you have horrible customer service and the place is really dirty and falling apart.Desired Settlement: $75.00 fee removed and facility cleaned

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I received letter 12/**/2014 from Tuck It Away Storage Management indicating $35 monthly rent increase for my storage unit effective Feb *, 2015. This would be a one third as well as highest increase in my monthly fee from $114 per month to $149. This is the fourth complaint have made concerning the random and extreme increases this company makes on rental fees always siting their contract stating they can go up on rental fees at any time for any amount. There are no consumer protections. I have contacted the weekday [redacted] of this facility [redacted] who told me to contact [redacted] in customer service which I did and have not received a call back. I also contacted [redacted] and I have not heard back from him either.Desired Settlement: I request $35 increase in monthly rental fees which is to go into effect 2/[redacted]15 be decreased to a sensible rate that both parties can live with.

Business

Response:

My name is [redacted], [redacted] for Tuck-it-away Associates L.P. I’m responding to our customer’s complaint regarding billing/collection issues. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry to hear that you’re unhappy with your upcoming monthly storage rate. After reviewing your account I see that you have been a customer of Tuck-it-away since 2009 and would like to thank you for your continued business. As per your lease agreement, the monthly occupancy charge or any other charge may be increased at the beginning of any calendar month by [redacted] giving Occupant not less than 30 days written notice of the increase, by first class mail, to the Occupant’s address stated in the agreement, which Tuck-it-away has done. As a valued customer of Tuck-it-away I would like to assure you that we will continue to provide you with written notice by mail regarding any changes made with at least a 30 day notice. Tuck-it-away reached out,spoke with the customer and offered to waive part of the increase but this offer was declined by the customer. If you have any further questions regarding this matter or any other concerns that you may have, please feel free to contact me at ###-###-#### Thank you [redacted]

Review: I rented a storage room at the [redacted] location and on Saturday, May ** I picked up my belongings and realized everything was destroyed. INCLUDING ALL of my clothes, my child's clothes, my shoes, dishes, books and paperwork, and my strollers, or destroyed by mouse urine and feces. I was informed by the young Lady working that evening to take pictures of all damages and some contact the store Sunday morning. Once I called Sunday morning I was told to call Monday morning, once I called Monday morning I realized I was given the run around. Although I purchased insurance the company has no intention to contact me back after several phone calls I've tried to contact the [redacted] several times and he refuses to contact me back .Desired Settlement: I purchased insurance for reason and I would like my belongings to be compensated for

Business

Response:

My name is [redacted], [redacted] for Tuck-it-away L.P.. I’m responding to our customer’s complaint regarding property damage. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry to hear of your reported property damage. After reviewing your account I see that you have been a customer of Tuck-it-away since January 2015 and I would like to thank you for your continued business. As per your lease agreement, Occupant is responsible for maintaining their own insurance. Contact has been made with the customer, who has insurance and has been provided with direct contact information to the insurance company to file a claim. If you have any further questions please feel free to contact me at [redacted]Thank you

Review: Good day,Every few months my rent with this storage company goes up. I have with with this company for a few years and my bill is almost 200 a month now. When it started it was around 120. I was not made aware of the increases that would happen so often, otherwise I would not have done business with them. But it's getting ridiculous.I also emailed them about some technical website issues twice and no one has gotten back to me.Desired Settlement: I would like for my rent to be lowered. Closer to the original payment agreement.

Business

Response:

This e-mail is in reference to case# [redacted].

My name is [redacted], [redacted] for Tuck-it-away Associates L.P. I’m responding to our customer’s complaint regarding a contract dispute. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry to hear that you’re unhappy with your current monthly storage rate. After reviewing your account I see that you have been a customer of Tuck-it-away since 2009 and would like to thank you for your continued business. As per your lease agreement, the monthly occupancy charge or any other charge may be increased at the beginning of any calendar month by [redacted] giving Occupant not less than 30 days written notice of the increase, by first class mail, to the Occupant’s address stated in the agreement, which Tuck-it-away has done. As a valued customer of Tuck-it-away I would like to assure you that we will continue to provide you with written notice by mail regard ing any changes made with at least a 30 day notice.

Attempts to contact the customer have been made.

If you have any further questions regarding this matter or any other concerns that you may have, please feel free to contact me at ###-###-####.

Thank you

Review: I am in a rental agreement with Tuck It Away, to pay $59.40 plus $8.00 per month. On the [redacted] of July, a lock was placed on my unit with a charge of $19.80. On the [redacted] of July another charge of $19.80 was added to my account. My mother-in-law went to pay the bill yesterday, unknowing about the charges and she was charged $107.00. for the month of July, when it should only be $67.40. I demand that they refund the money or they charge the difference to the month of August.

This is robbery. Never have I heard that anyone is being charged twice for 1 month. This is preposterous!Desired Settlement: I would like a refund or the difference charged to August bill.

Business

Response:

My name is Brandon O[redacted], Customer Service Supervisor for Tuck-it-away L.P.. I’m responding to our customer’s complaint regarding Billing/Collections. We here at Tuck-it-away stride to provide each customer with the best storage experience as possible. With that said I’m sorry to hear that you've had issues regarding your charges. After reviewing your account I see that you have been a customer of Tuck-it-away since April 2015 and I would like to thank you for your continued business.As per your lease agreement, 3. LATE PAYMENT, ADMINISTRATIVE AND OTHER CHARGES. In addition to the monthly occupancy charge, Occupant will pay a mandatory late payment charge of 20% (twenty percent) of Occupant 's monthly occupancy charge for any calendar month in which the occupancy charge is not paid within five (5) days of the date due. If Occupant has not paid within twenty (20) days of date due, there will be an additional late payment charge which will be the same amount as the first late payment charge. Occupant will pay a mandatory charge of $30.00 for any payment which is returned uncollected. These charges are considered additional rent and are to compensate Owner for labor and other costs of collection. Occupant shall also pay a one-time mandatory administrative charge if so indicated above.If you have any further questions please feel free to contact me at ###-###-####Thank you

Review: On Friday, January **, 2014, I arrived at Tuck It Away Storage to retrieve items from my rented unit. When I opened the door to the unit, I immediately noticed an awful stench and a decaying mouse inside. Without delay, I contacted the [redacted] at the front desk, [redacted], and expressed my concern of having rodents in my belongings. He stated the business had experienced a serious rodent problem and then sent an employee upstairs to the unit to dispose of it. At that moment, I mentioned that I did not want any items inside the unit due to health/safety concerns and requested to have my account at Tuck It Away Storage closed. I explained to [redacted], [redacted] on duty, that rats are responsible for transporting many diseases. For example, rat urine is responsible for the spread of [redacted] which can result in [redacted] and [redacted] damage. It can also be contracted through handling or inhalation of scat, which can lead to [redacted] and [redacted] failure, as well as cardiovascular complications. Conclusively, I did not feel safe clearing the unit and transporting contaminated items in my vehicle. After expressing my concerns, [redacted], he refused to close my account and stated that it would not be closed until all items in the unit were removed. If not, I'd continue to be charged their monthly rate. At that time, I requested to speak to higher management. [redacted] instructed me to call ###-###-#### and speak to [redacted], [redacted] of the business. I called instantaneously and informed him of the issue and stated my concern of coming in contact with disease/illness due to the infestation. Surprisingly he didn't have anything much to say to me and simply requested to speak to [redacted], the [redacted] on duty. [redacted] ended the call minutes later and stated that no assistance would be provided to me. I called again for [redacted] but the receptionist refused to transfer the call to management even after I, again, described the nature of the situation and pleaded for her to do so.Desired Settlement: I want to be compensated for my property that was contaminated due to the rodent infestation at Tuck It Away Storage. I also want the account with the company closed with a zero balance.

Business

Response:

This email is in reference to case # [redacted]. I am [redacted], the customer service supervisor for Tuck It Away Associates, L.P. I am responding to our mutual customer’s complaint of customer service issues. As of today customers account has been closed as per her request.

I spoke with tenant on February [redacted] 2014 regarding her complaint and we came to an agreement where Tuck It Away Associates, L.P will discard her property in question for her. Tenant stated that she no longer wants property. Tenant was not charged for the month of February 2014 and I emailed tenant the proper documentation to close account as per tenant’s request.

To my understanding, tenant is now pleased with services rendered regarding the complaint. Please feel free to contact me using any means of communication if needed.

Respectfully submitted,

Tuck-It-Away Associates, LP