To Whom It May Concern,We regret to hear of [redacted] s experienceWe strive to provide exceptional customer service, we will review matter with staff, provide additional training and coaching where needed [redacted] , rented a storage unit with us on At time of rental, customer was informed of terms of our lease, access denial and late fee process Customer acknowledged and signed the month to month lease on Customer has failed to make her payment according to the month to month leaseWe understand that at times customers have a hardship or are not able to pay their monthly rent on time, which is why our lease provides a grace period before late fees are assessed on an account The terms on our lease state (Page Section 10-DENIAL OF ACCESS: "When Occupancy Charge or other charges remain unpaid for one (1) or more days, Manager may deny Occupant access to the storage spaceAccess will be denied to any party other than the Occupant who does not retain gate code and key to lock on Space or has failed to provide Manager with written authorization from the Occupant to enter the SpaceOtherwise, only a court order will be sufficient to permit access by othersOccupant’s access to the facility may also be conditioned in any manner deemed reasonably necessary by Manager to maintain order on the premisesSuch measures may include, but are not limited to, restricting hours of operation, requiring verification of occupant’s identity and inspecting vehicles that enter the premisesAdditionally, if Occupant is renting more than one Space at any given time, default on one rented Space shall constitute default on all rented Spaces, entitling Manager or Owner to deny access to Occupant to all rented Spaces").We have tried to explain our policy to [redacted] She is demanding access with an open balanceOur policy applies to all tenants, providing special courtesies a select number of tenants would not be fair to all other tenantsWe look forward to a resolution with [redacted]
To Whom It May Concern,We regret to hear of [redacted] s experienceWe strive to provide exceptional customer service, we will review matter with staff, provide additional training and coaching where needed [redacted] , rented a storage unit with us on At time of rental, customer was informed of terms of our lease, access denial and late fee process Customer acknowledged and signed the month to month lease on Customer has failed to make her payment according to the month to month leaseWe understand that at times customers have a hardship or are not able to pay their monthly rent on time, which is why our lease provides a grace period before late fees are assessed on an account The terms on our lease state (Page Section 10-DENIAL OF ACCESS: "When Occupancy Charge or other charges remain unpaid for one (1) or more days, Manager may deny Occupant access to the storage spaceAccess will be denied to any party other than the Occupant who does not retain gate code and key to lock on Space or has failed to provide Manager with written authorization from the Occupant to enter the SpaceOtherwise, only a court order will be sufficient to permit access by othersOccupant’s access to the facility may also be conditioned in any manner deemed reasonably necessary by Manager to maintain order on the premisesSuch measures may include, but are not limited to, restricting hours of operation, requiring verification of occupant’s identity and inspecting vehicles that enter the premisesAdditionally, if Occupant is renting more than one Space at any given time, default on one rented Space shall constitute default on all rented Spaces, entitling Manager or Owner to deny access to Occupant to all rented Spaces").We have tried to explain our policy to [redacted] She is demanding access with an open balanceOur policy applies to all tenants, providing special courtesies a select number of tenants would not be fair to all other tenantsWe look forward to a resolution with [redacted]