Price Self Storage

Revdex.com: Even though they are taking their employee's side who bullied me when I asked her why she lied and their staff is accusing us of vandalizing our unit and will not be able to clean it in a timely fashion I am glad they have sense enough to issue a refund I will never forgive them for what happened but this is the least they can do I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] -***

As you already know, Dr [redacted] submitted the above-referenced complaint with the Revdex.com on September 8, regarding her rental of a self-storage unit at the Price Self Storage facility located at [redacted] (the “Facility”)We have received and reviewed your correspondence, dated August 16, 2016, detailing supplemental information provided by Dr [redacted] as to her complaintTo clarify, Price Self Storage (“PSS”) does not provide or sell insuranceTypically, self-storage agreements require occupants to assume all risk of loss or damage to their stored propertyIdeally, occupants will insure themselves against any such loss or damageIn PSS’s experience however, occupants rarely obtain insurance coverageAs a result, when property gets damaged due to some unforeseeable circumstance, occupants often look to the storage facility for remediesWhile storage agreements are usually explicitly clear that the occupant, and not the facility, is responsible for damage, the entire process can nonetheless result in an unhappy customerTo avoid this situation, PSS implemented a protection plan whereby PSS agrees to be responsible for certain, common causes that may result in property damage or loss (for example, theft, vandalism, etc.)In exchange for this assumption of responsibility, PSS charges a slightly higher rental rateAgain, this is merely an agreement between PSS and its occupantsThe occupant is not provided a separate insurance policyThe flood that occurred at the Facility and affected Dr [redacted] ’s property was an exceedingly rare occurrence, and not one of the risks that PSS agreed to assume per its written agreement with Dr [redacted] Again, the PSS protection plan only covers certain common and specific circumstancesPSS is not responsible for the loss in this instancePSS has provided Dr [redacted] with correspondence explaining the parties’ respective obligations, with reference to specific provisions in her storage agreementAttached to this letter is a copy for your reference, which we hope provides some additional explanationWhile we regret that Dr [redacted] ’s property was damaged, PSS cannot assume any and all risk of loss for its occupants’ propertyDoing so would be antithetical to the entire concept of “self-storage,” whereby facilities exercise neither custody nor control over stored propertyWe hope that this additional information resolves this complaintOf course, if you have any questions or concerns, please do not hesitate to contact me [redacted] VP of Finance & Operations

Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved For the record, I followed all the rules in the contract and the person who was helping me was [redacted] the managerWhen I reread the contract, it came to my attention that they are not allowed to run my credit card over the phone, and on 5/24/ [redacted] didIsn’t the breech of contract? When I arrived back in town 5/27/I gave my 15-day notice to the same manager ***She informed me that since there were special circumstances and they already took my rent check she would be able to prorate me the difference of the days and the $increase I was not treated well by [redacted] the regional manager who threw $dollars at me and told me to go away, he never even checked the notes on my account of what happened [redacted] has called me times since and he says “HE” is the man I need to talk to, and since we already talked about it that is thatHe really is not a nice business manHe has also sent me an email, which I have not responded to Please have him stop harassing me Please send the check to my correct address: [redacted] 92629; I have received an email, and they still have not updated my account yet Thank you Sincerely, [redacted]

I responded to the complaint the minute it was sent to me We have sent letters to all customer affected by the flood which was caused by another tenant We have asked all customers with damage to take pictures and gather together an inventory list of the items and $$ amounts of the damage This should be submitted to our manager, [redacted] and once the package is together it will get forwarded to me (***) at the Corporate office This flood affected customers and has been submitted to our attorney Once we know the loss to our tenants this will be submitted to the customer's attorney for further discussionI understand that this tenant lives on the East Coast and our intention is not to make this process more difficult but we are doing everything we can to get this matter resolvedIf the tenant has not submitted pictures and inventory list please do so immediately [redacted] VP of Finance & Operations

[redacted] entered into a lease with Price Self Storage on 5/6/12, unit number The unit is a 5xand customer moved in at the rate of $w/ Protection Plan, not $a monthThe store doesn’t have any units on the vacant spaces list at a monthly rate of $76, nor have any employee’s stated as much to the customerCustomer is currently paying only $month because of contractual adjustments of rent, per paragraph of the PSS Lease The staff at SLa Brea Ave have told me the customer came in with only $dollars on 7/5/14, and tried to rectify the outstanding balance of $Customer was told that PSS did not take partial payments and customer would need to come back with the entire balance of the accountCustomer was informed that the next delinquent action would be a $lock cut/inventory/advertising fee on 7/The staff assumed customer understand his monthly rent continued to accrue on the anniversary date of the 6th of the month, as it has done monthly for the past two years of the leased periodHence the reason the customer came in on 7/7/and was told to pay $476, because the next monthly rental charge had come due; as per the PSS lease signed by [redacted] on 5/6/ [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [I have been in touch with the company thru email..I do not h ave a phone that is why no secondary number was given..they have never offered to accept any amountI was given an amount and when I asked if there was a lower amount or a payment plan my email was left unansweredI have communicated with them on how I really needed tlmy things a nd I was willing to work out something in my budget but again No responseThey did respond to certain emails saying that I needed to contact them or they would talk to a regional managerI'm highly annoyed that my things were already sold at auction, I cannot replace valuable pictures of my kids orretrieve their birth certificates and socials and that was the main things that I wanted back Regards, [redacted] ***

I have had my storage unit at this facility for two yearsduring this time, they have raised my rate times!! They state that they have a right to raise the rate based on their internal analysis of what the market rate is...which they manipulate monthly and I've recorded itTheir unethical business pratices are also reflective in offering a truck & driver, however when you want to book it, it's never available, although it's parked in their driveway unattended Their manager Chris never returns calls until you are pushed to becoming mad, and then tells you there is nothing she can doThe owners of the company are not accessible, and hide behind layers of a system cover where know one is available to speak with at the corporate office, and/or if you leave a message no one returns your call Yesterday, in the pouring rain, I could not even obtain a token for the two carts, because they where short in the officeThis company is so bad, so unfriendly to customers and so unethical - its just a crime they are in business and abuse their customers in the manner that they doNo one should be allowed to arbitraryly raise rates in the manner they are doing and justify it with their inflation - just another bunch of crooks!!!! I'm filing a complaint with the attorney general for the State of California

Culver City, CA: Price Self Storage is abuse of power Massively overlooked my storage unit was being paid in full (monthly) I talked directly with the owner (private family owned business Christine M and her husband) about not being able to log into their storage website for online bill pay The monthly online bill pay situation was never resolved I talked to Christine Majors staff, Price had accepted money orders via mail, from myself yet continued not to resolve my issue of balance remaining not reflecting current payments I had been making via the mail I received my July invoice Only to receive a letter via "mail" Price Self Storage had auctioned off all my storage contents! Without any prior notification nor ability to resolve the invoice being botched and not reflecting current payment Close this facility down Unethical practices Non-english speaking staff Accounting skills (dept.) unwillingness to resolve problems with paying customers DO NOT STORE ANY CONTENTS WITH CHRISTINE M PRICE SELF STORAGE Culver City, CA Scandalous

My Regional Manager, [redacted] spoke to [redacted] this morning Although our lease states that we do not give refunds we will however comply with her request to keep this customer happy The disputed amount of $will be refunded immediately [redacted] VP of Finance & Operations

We take our customer complaints very seriously. We are known for our great customer service and our reputation means everything to us. Price Self Storage is sorry that Ms***-*** experience was not a good one.
Ms***-*** claims she had property
stolen while at our property. The pink princess bag was left unattended in our parking lot near the vehicle they used to move their items. We have investigated the incident and do not believe either of our employees were near this area or had anything to do with this incident. Our camera DVR was out for repair and therefore we had no camera footage of any such incident. The DVR has now been repaired and is operationalShe accused one of our staff members of lying about the camera footage and stealing her items which upset our employeeThis same employee called her direct supervisor to defuse the situation when it escalated. We have counseled this employee on how to handle this type of situation again so it doesn't escalate and cause a customer to be uncomfortable
It is true that our maintenance employee was out for weeks on medical leave. We happened to be short staffed the day the customer complained about the paint spill. Our manager performs weekly walk thru’s and this paint was not there several days before the complaint. We do not know who did the damage but we have now addressed and cleaned this up.
This customer was rude to our staff, called them names over the telephone and was disrespectfulWe have the right as a business to refuse service to anyone. We made the decision to ask this tenant to vacate their items and move off of the property. They have now given their days-notice to vacate
100% customer satisfaction guarantee is what we strive for. Because this customer was not happy we will honor her request of refunding $upon vacating her unit and signature on our required vacate notice
*** ***
VP of Finance & Operations

*** *** claims she is owed $credit for pro-rated rent. Our staff processed her move-out correctly as our software calculates pro-rates in a more complicated manner then we would like. In order to resolve this matter and provide good customer service we will refund the
$in the form of a check. This will be mailed today to the address that was provided in this complaint
Sincerely,
*** ***
VP of Finance & Operations

I purchased my storage unit through *** July 24th at the set rate of $a monthWithin months, my rent was increased 33$ with the first payments:
08/21/– $
09/11/– $
10/09/- $
I was over charger a total of $
This coming month 11/20/I am being over charged $My rent has now increased 45$ in under months
I spoke with employee Gloria, and was told my initial rate which was given to me in my contract was not applied to my accountI was told this was a mistakeI need this 'mistake' to be corrected immediately
I have tried several times to contact the Price Self Storage customer service line but no one returns my messages
I need to be refunded the $in over charges and I need to have this problem correctedNo one has yet to contact me from Price Self Storage

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Problem: A piece of my furniture was damaged in a flood on my storage unit floor secondary to a customer accidentally breaking a fire sprinkler while movingThis company denied to reimburse the damages, despite maintaining (required) monthly insurance which covers flood and fireThe management claimed that they are not responsible for floods that occur at fault of another customerWhen I highlighted my concern about the required insurance (which cost me $a year) and that the insurance seemed unnecessary and unhelpful as a consequence of this situation, the manager, ***, responded, "basically."
Desired Outcome: Reimbursement of damaged furniture: $
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I complained once..I even had the marketing manager contact them..with surpriseno responseThey have emailed me but they are trying to charge damn near $how did it even get up to that insane amountI just want my stuff and my children's stuff backThey keep threatening to auction it regardless of me asking for payment plans and or to vacate same dayI am very worried about my things and I'm not sure what to do at this pointPlease helpI am not satisfied because I have communicated via email numerous times and gave proof of them going unanswered, your " regional manager didn't even try and work with me as I begged for a lower payment or payment plan and was told I couldn'tdo that after that thereWas no communication.." Regards,*** ***

Dear ***, My name is ***, and I’m the marketing manager for Price Self StorageI have been in contact with the regional manager regarding your accountI want to apologize for the
miscommunication that occurredI am sorry that you called and were not given the attention that was needed and that the situation was not properly escalated to the regional manager at that timeWhat you describe is inconsistent with our mission to provide excellent customer care and this situation will be used to ensure additional training for our staffWe do indeed have a no refund policy after rent is paid in full, however, I have spoken with the regional manager and have authorized a refund of $per your requestA check will be mailed to the address provided in your Revdex.com complaint in the customer information sectionIf this is not the correct mailing address for you, please email me at [email protected]

Ms*** did not follow the required day written vacate policy. She was argumentative with our staff and was not satisfied with any explanation she was given. In order to satisfy this tenant we will be refunding her $12.93. A check will be cut today and mailed to the
address we have on file
Sincerely,
***
VP of Finance & Operations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I received a message from *** on Tuesday it is now Thursday I've been in and out of meetings and also an a single father of kids *** had settled a dispute about payment The origin of this compliant is about the customer service from the manager level and now from the regional level due to the response from *** in message to the Revdex.com which was absolutely in the chain of events that took place I just learned from a message from *** is that the customer service number is linked directly to *** as he started that himself as he requested a call back This means the regional manager for your company failed to respond a message for months Failed to address a concern in a timely manner I would employ you to review the managers of the location as there are multiple negative remarksNothing has been done to rectify the issue of customer service I feel strongly that you need to find a new manager and that a negative mark should be listed on the Revdex.com as you not practicing better business
Regards,
*** ***

I do apologize that there seems to have been a miscommunication that should not have occurredThe situation you described is inconsistent with our mission to provide excellent customer serviceOur policy is to communicate in person and via
phone, not necessarily through emailDespite the unfortunate miscommunication that has occurred, I can assure you that I personally have been in contact with our regional manager on 10/6/16, and I assure you that your storage unit was not auctionedWe have been trying to reach you to let you know and to offer you a resolution which involves you vacating your belongings from the unitOur regional manager has been trying to reach you via phone and emailOur calls have gone unansweredI urge you to contact us immediately as we have been trying to call and email to the phone number and email that we have on fileThis situation can be resolved if you would please return our communicationsThank you

We have reviewed the account of Mr***, a tenant at our Cota Street facility. The Regional Manager, *** ***, was notified of Mr***'s complaint prior to the Revdex.com involvement and the account was researched. He determined that a courtesy to Mr***'s account would not
be subject to a rent raise until October 2015. The pending rent raise was removed.
On 3/25/15, Mr*** was contacted by *** *** and informed of the positive decision and potential of future rent raises. The call ended to the satisfaction of both parties
Sincerely,
*** ***
VP of Finance & Operations

Our Regional
Manager called
dark2;">the customer
to discuss the account. Regional Manager determined that customer was offered
an equivalent promotion of a month free at the time of sale. However the
promotion was not applied correctly. Regional Manager also determined that the
additional 40% promo was a misinterpretation by the customer and no such
promotion exists. Regional Manager rectified the customer’s account by applying
a month of free rent to the October-November bill. Additionally the Regional
Manager waived all $105.80 in late fees as the account was over 45 days past
due.
Once
the account was corrected the regional manager attempted to collect the rent
for November thru December, however the customer told the Regional Manager that
he was not in a position to bring the account current. Regional Manager
informed customer that the account will be restarted and customer will be
responsible for additional late fees and rent that will accrue on the account,
as customer is unable to bring account current. As of 12/16/15 the account is
still delinquent.
[redacted]
VP of Finance & Operations