H & H Intermountain Self Storage

Review: Used this storage facility with no problems for 10 months. Always paid on time because I had signed up for the monthly auto payment. When we were moving out of the storage unit I contacted [redacted] at the facility by phone 1 month prior to moving to ask what needed to be done as far as giving them notice of our leave. He said there was nothing we needed to do except for make sure our unit was swept out when we left. I then stopped by mid-April to check on my unit and to check in person that we were set up to leave the unit on the 4th of May. I also asked about how the billing would be handled since we were leaving on the 4th of May, and the auto payment comes out on the 1st. I was told that since we were leaving before the 10th of the month then we would receive a refund from our May payment that would be for the unused days of that month. The day before we moved out I once again went to check on our unit and stopped in the office in person to finalize our move out and make sure that things were good to go. It was then that I was told that since we were on Auto payment, the payment for May had already come out, and we would not receive a pro-rated amount because there was no way for [redacted] to do this for us. He said that in order to cancel the auto pay he needed a 30 day notice in writing, which after 3 times of checking on what needed to be done in order to move out was never mentioned to us. Since that time we have been in contact with [redacted] 2-4 times a week trying to get contact information to management that we could discuss our refund with. He says he will relay the information and we have not heard back anything. We gave plenty of notice to this storage unit about our leaving and because of [redacted]'s mistake of not telling us all that needed to be done, even after visiting with him 3 times, we are now being punished by not receiving our refund/pro-rated amount for May. [redacted] has now become rude and has started making excuses for not helping us because "we are not on the front burnerDesired Settlement: We would like to get contact information or be contacted by someone in management that can give us our refund that we deserve. We paid $46 a month for our unit and our payment was never late because of auto payment. But because of auto payment and the manager not being organized enough to tell us what all needed to be done to move out, we now have paid for a full month of May when we used 4 days. We want our month of May payment to be pro-rated and a refund for the rest credited to us.

Business

Response:

Business responded directly to consumer.

Consumer

Response:

I filed a complaint with you in May about The Intermountain Self Storage Facility in Pocatello Idaho. I am emailing to let you know that they did contact me finally and resolved the issue that I had with receiving my refund when I moved out of the storage unit that I was using. Thank you.