Price Self Storage

RevDex.com:
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 manager. When I reread the contract, it
came to my attention that they are not allowed to run my credit card over the
phone, and on 5/24/14 [redacted] did. Isn’t the breech of contract? When I arrived
back in town 5/27/14 I gave my 15-day notice to the same manager [redacted]. 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 4 days and
the $6.00 increase.  I was not treated
well by [redacted] the regional manager who threw $6.00 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 3 times since and he says “HE”
is the man I need to talk to, and since we already talked about it…that is
that. He really is not a nice business man. He 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]

On Tuesday morning 10/28/14 Mr. [redacted] came into the office and informed [redacted] (our manager) that he had arrived at our store after 6:30 p.m. to move into his unit. ...

Unfortunately, when he arrived at his unit, he found it locked, as it should have been.  And further, as opposed to coming down to the office, he left his belongings in the hallway for the night.  
 
Mr. [redacted] was very upset so [redacted] asked why he did not come down to the office and speak to the staff about unlocking his unit. He stated that he knew that the office was closed at 6:30 and that no one would be there. [redacted] explained to him that we have staff onsite until 7:00 p.m. every night but he insisted they were not in the office.   [redacted] accompanied Mr. [redacted] to the unit and upon her removing our lock we found trash placed in the unit (A vacating tenant had put trash in a vacating unit).
 
Rather than have Mr. [redacted] wait while we cleaned out the unit, we transferred Mr. [redacted] to a comparable unit same size just down the hall.
 
Later that day he came to the office and informed [redacted] that he had some DVD’s missing out of one of his boxes.  She conveyed to him that we are not responsible for the missing DVD’s  because he left his items in the hall, accessible to anyone.  He never asked to look at the cameras. He requested the to speak with someone else. [redacted] gave him our customer service number.   
 
Mr. [redacted] also insisted that we give him another month free because he was inconvenienced  by having to move his items into the unit by himself the next day, as opposed to the help he had with him the night prior.   She explained that we would not be able to give him a month free but we could put a credit on his account for the amount of time (1 day) that he was unable to access his original unit. [redacted] called me and requested that I put a credit of $4.47 for one day. 
 
I took the customer service call and spoke to Mr. [redacted].  After listening to his insults about our staff and threats about slandering us on social media, I agreed to a 25% discount off the next month’s rent.  He was satisfied, complimented me on my customer service and understanding and we hung up.

Dear [redacted],
I have interviewed the staff and regional manager regarding your situation. I have reviewed all the notes associated with your account. We have documented non-payment and our attempts to communicate with you over a period of three months leading up to when we could legally auction your unit. In one conversation that our assistant manager had with you on the phone leading up to the October auction deadline, she asked if your phone number had changed, and you confirmed that it had, yet you failed to give her the new number. You never contacted our team via phone again after that. All we could do was leave messages to the phone number we have on file for you, as well as emails, which I have copies of. We did everything by the letter of the law and we have all the documentation in the account showing the letters, notices, calls and emails were sent. As the staff has communicated to you already, we do not accept partial payments and we do not offer payment plans. What we were prepared to do for you – and did indeed do for you on 10/5/16 -  was to pull your unit out of the auction process, which is not our normal process. We removed your unit from auction, and asked you to contact us. As previously stated, our regional manager was ready to take whatever payment you could make in exchange for you to vacate the unit completely. If you had contacted our regional manager as we requested back in October, you could have moved your belongings out of the storage unit. Nearly one month later, another Revdex.com complaint was sent to us, on 11/4/16. There has been absolutely no effort on your part to come to the facility to make any kind of payment and move out, therefore we cannot breach our own policy again and have no choice but to follow the lien laws of the State of California which allows us to auction your unit.
Sincerely,
[redacted], Marketing Manager on behalf of Price Self Storage.

As you already know, Dr. [redacted] submitted the above-referenced complaint with the Revdex.com on September 8, 2015 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 complaint.
To clarify, Price Self Storage (“PSS”) does not provide or sell insurance. Typically, self-storage agreements require occupants to assume all risk of loss or damage to their stored property. Ideally, occupants will insure themselves against any such loss or damage.
In PSS’s experience however, occupants rarely obtain insurance coverage. As a result, when property gets damaged due to some unforeseeable circumstance, occupants often look to the storage facility for remedies. While 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 customer.
To 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 rate. Again, this is merely an agreement between PSS and its occupants. The occupant is not provided a separate insurance policy.
The 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 circumstances. PSS is not responsible for the loss in this instance.
PSS has provided Dr. [redacted] with correspondence explaining the parties’ respective obligations, with reference to specific provisions in her storage agreement. Attached to this letter is a copy for your reference, which we hope provides some additional explanation.
While we regret that Dr. [redacted]’s property was damaged, PSS cannot assume any and all risk of loss for its occupants’ property. Doing so would be antithetical to the entire concept of “self-storage,” whereby facilities exercise neither custody nor control over stored property.
We hope that this additional information resolves this complaint. Of course, if you have any questions or concerns, please do not hesitate to contact me.
[redacted]
VP of Finance & Operations

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]

I have had my storage unit at this facility for two years. during this time, they have raised my rate 7 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 it. Their 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 do. The 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 office. This 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 do. No one should be allowed to arbitraryly raise rates in the manner they are doing and justify it with their false inflation - just another bunch of crooks!!!! I'm filing a complaint with the attorney general for the State of California.

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 amount. I was given an amount and when I asked if there was a lower amount or a payment plan my email was left unanswered. I 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 response. They did respond to certain emails saying that I needed to contact them or they would talk to a regional manager.. I'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]

First, let me apologize for your experience at our facility. I have
looked into the details of your complaint, and there seems to have been some
miscommunication within our organization regarding the policy on use of
customer padlocks at this location. The procedures in place to deal with a
situation like this obviously failed and resulted in a series of mistakes that
you should not have had to experience. The last thing I want is for a customer
to become frustrated. This situation has given us an opportunity to examine our
procedures to ensure that everyone is informed regarding appropriate use of
customer owned locks.  While we do have a
no refund policy in place, this situation calls for a full refund of the lock
that was purchased. At this time, a credit of $15.00 has been issued on your
account to reflect the refund. Thank you for bringing this to my attention as
it gives our company the opportunity to learn and improve.

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 $77.00 will be refunded immediately.
[redacted]
VP...

of Finance & Operations

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 ([redacted]) at the Corporate office.  This flood affected 88 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 discussion. I 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 resolved.
If the tenant has not submitted pictures and inventory list please do so immediately.
 
[redacted]
VP of Finance & Operations

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 2016 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.

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.The response and chain events listed are incorrect.  I immediately came down to the office when I noticed the unit was locked. Office was closed so I called approx 645pm. I left a message and can pull my call log to confirm.  I had no choice to leave my items in the hall as my unit was vacated, the truck all my items were in would not be secured to travel on the freeway and the truck was not mine.  I reported missing dvds within an hour of them being stolen and that was first thing 8 am the following morning.  I purchased the unit on 10/24 the guy who sold me the unit said he would take the lock off.  The lock that was on the unit was not there's and that was confirmed by there manager [redacted].  They then drilled the lock out thinking that someone had placed a lock on my unit before I had the chance to put mine on.  This has taken 2 months for any action and I had filled up several times.  The all around service is bad and needs to be reported for others.  
Regards,
[redacted]

[redacted] entered into a lease with Price Self Storage on 5/6/12, unit number 6407. The unit is a 5x5 and customer moved in at the rate of $111 w/ Protection Plan,...

not $76 a month. The 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 customer. Customer is currently paying only $126 month because of contractual adjustments of rent, per paragraph 15 of the PSS Lease.
The staff at 3430 S. La Brea Ave have told me the customer came in with only $100 dollars on 7/5/14, and tried to rectify the outstanding balance of $342. Customer was told that PSS did not take partial payments and customer would need to come back with the entire balance of the account. Customer was informed that the next delinquent action would be a $200 lock cut/inventory/advertising fee on 7/15. 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 period. Hence the reason the customer came in on 7/7/14 and was told to pay $476, because the next monthly rental charge had come due; as per the PSS lease signed by [redacted] on 5/6/12.
 
[redacted]