Initial Business Response /* (1000, 5, 2014/10/14) */
Dear ***,
I am so sorry to hear one of our tenants has filed a complaint with the Revdex.comWe strive to give the best customer service possible and really appreciate those that have been with us for a very long time as well as short
termersI am the Manager and never did speak with ***She spoke with *** and then *** and ended the call by hanging up on my employee with the never resolving her issueHer main concern was to see if we received her money order which we had notShe then asked about getting a copy of her contractWe as a general rule do not send out our tenants contracts as it might get in the hands of someone other than our tenant and it has confidential information on it
We send out rent increase letters days prior to any rent increaseWhich is once a year and usually a $increase for her size unitAlso, our policy regarding the delinquency schedule has not changed in the time that *** has been with usI'm unclear what she means by "rates charged other consumers"? Please let me know what needs to be done to move forward
Thank you for your time!
*** ***
Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not hang upI did not primarily call about the money order arrivingThese facts are irrelevant to my primary issue with the business - that they are charging me , a long term customer, more than my friends getting new units
Final Business Response /* (4000, 9, 2014/10/18) */
Both *** and *** stated that her primnary concern was invloving her late payment which we had not recievedshe then started asking about getting a copy of her contract etcIt then escalted into *** arguingWe at Southpoint really want tenants to be happy with their stay with usWe obviously can't satisfy everyone and to those we can't I can only say that they might be happier with moving to a facility that fits their needsIf she has friends that have units with us and the rate is less than her rate I would need to know where friends unit is locatedAs many of our units do have differnet rates depending on where they are locatedUpstairs, downstairs down a hall or outside access which is what *** currently hasAlso, if her friends have units at our other facilites their rates are different than Sebastopols rates
Final Consumer Response /* (4200, 11, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the crux of the matter: I have requested a copy of my contractSouthpoint refuses to provide itInstead, they point to my upset with their business practices as a sleight-of-hand oh, she raised her voiceYes, yes she didAnd I don't understand what the big deal isWith my rent mailed on 10/this month I asked for a copy in writingI expect a copy of my contract within daysI also would now like a printout of my transactions with Southpoint since the beginning - as I asked in January when preparing my taxesI am disappointed in their refusal to take responsibility for poor business practices with their client, and the suggestion that I take my business elsewhere
Initial Business Response /* (1000, 5, 2015/05/07) */
We at Southpoint try very hard to maintain good relations with our tenants. We do have rent increases yearly as you can see by years prior. Your rent increase is $10.00 per month not $20.00 as you indicated. You were notified 45 days or...
more prior to this going into effect. While we would love for you to continue renting with us if you are not happy with our service I do recommend that you look for another facility that would satisfy all your needs. As you know everything goes up yearly. PG&E, Water, Insurance, Gas, Food, Garbage and the list goes on and on. I'm very sorry we can't satisfy your needs.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to apologize for the embarrassing mathematical error.
Second, the Southpoint response focuses on whether they followed their required procedures when informing their tenants of rent increases. My complaint is not about the procedures for increasing the rent. I acknowledge that they have meticulously followed their own procedures.
My complaint is based on: (1) the misrepresentation by Southpoint's agents made to me at the time of signing that there had not been any increases in rent for the past several years; (2) the unsupported assertion that each increase is to maintain the quality of service to its customers in general, and me in particular; and (3) the lack of disclosure of the policy of yearly increases and the (apparently arbitrary) amount of each increase ($2 in 2011, $3 from 2012 through 2014, and $10 in 2015). I probably would not have submitted this complaint, despite the non-disclosure of yearly rent increases, if the amount of the current increase had not been so large.
I believe that Southpoint has an ethical duty to explicitly disclose their policy of yearly rent increases to its new and existing tenants, and that not doing so is a breach of honest business practices. I believe that Southpoint should not claim that the yearly increases are to benefit the tenants when there is no justification for the assertion. Also, I believe that the $10/month increase, although it may be technically legal, is arbitrary, unjustified and unfair.
Final Business Response /* (4000, 9, 2015/05/29) */
To say my agents did not acknowledge that there had been a rent increase would not be accurate as we just had a rent increase the month you moved in back in 2010. By spending money on improving our facility and office does benefit the tenant. I'm sorry you don't see it that way. Please refer to paragraph 6 of your contract regarding rental increases. I truly feel that you would be much happier in storing your things at another facility. Once again I'm sorry in that we can't satisfy your needs. All the best.
Final Consumer Response /* (2000, 11, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First, I stand by my statement that I asked about rent increases at the time I signed the rental agreement and was told there hadn't been one for several years. However, I acknowledge that I have no objective evidence of that assertion.
Second, I actually agree with Southpoint's statement that spending money to improve the facility and office does benefit the tenants. However, Southpoint has had many opportunities to identify what those improvements were yet has not done so. My conclusion from that is that Southpoint 1) doesn't know what improvements have been made, 2) doesn't want to tell the tenants what improvements have been made, or 3) have not made any actual improvements.
Third, I understand that Southpoint has the right to raise the rent by any amount at any time as long as it follows its contractual procedures and I acknowledge that they have scrupulously followed those procedures to the letter.
I do not believe that any aspect of my complaint has been addressed but I also believe that continuing this conversation is a waste of everyone's time. Therefore, I will terminate this conversation by accepting the company's last response.
Initial Business Response /* (1000, 5, 2014/10/14) */
Dear ***,
I am so sorry to hear one of our tenants has filed a complaint with the Revdex.comWe strive to give the best customer service possible and really appreciate those that have been with us for a very long time as well as short
termersI am the Manager and never did speak with ***She spoke with *** and then *** and ended the call by hanging up on my employee with the never resolving her issueHer main concern was to see if we received her money order which we had notShe then asked about getting a copy of her contractWe as a general rule do not send out our tenants contracts as it might get in the hands of someone other than our tenant and it has confidential information on it
We send out rent increase letters days prior to any rent increaseWhich is once a year and usually a $increase for her size unitAlso, our policy regarding the delinquency schedule has not changed in the time that *** has been with usI'm unclear what she means by "rates charged other consumers"? Please let me know what needs to be done to move forward
Thank you for your time!
*** ***
Manager
Initial Consumer Rebuttal /* (3000, 7, 2014/10/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not hang upI did not primarily call about the money order arrivingThese facts are irrelevant to my primary issue with the business - that they are charging me , a long term customer, more than my friends getting new units
Final Business Response /* (4000, 9, 2014/10/18) */
Both *** and *** stated that her primnary concern was invloving her late payment which we had not recievedshe then started asking about getting a copy of her contract etcIt then escalted into *** arguingWe at Southpoint really want tenants to be happy with their stay with usWe obviously can't satisfy everyone and to those we can't I can only say that they might be happier with moving to a facility that fits their needsIf she has friends that have units with us and the rate is less than her rate I would need to know where friends unit is locatedAs many of our units do have differnet rates depending on where they are locatedUpstairs, downstairs down a hall or outside access which is what *** currently hasAlso, if her friends have units at our other facilites their rates are different than Sebastopols rates
Final Consumer Response /* (4200, 11, 2014/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Here is the crux of the matter: I have requested a copy of my contractSouthpoint refuses to provide itInstead, they point to my upset with their business practices as a sleight-of-hand oh, she raised her voiceYes, yes she didAnd I don't understand what the big deal isWith my rent mailed on 10/this month I asked for a copy in writingI expect a copy of my contract within daysI also would now like a printout of my transactions with Southpoint since the beginning - as I asked in January when preparing my taxesI am disappointed in their refusal to take responsibility for poor business practices with their client, and the suggestion that I take my business elsewhere
Initial Business Response /* (1000, 5, 2015/05/07) */
We at Southpoint try very hard to maintain good relations with our tenants. We do have rent increases yearly as you can see by years prior. Your rent increase is $10.00 per month not $20.00 as you indicated. You were notified 45 days or...
more prior to this going into effect. While we would love for you to continue renting with us if you are not happy with our service I do recommend that you look for another facility that would satisfy all your needs. As you know everything goes up yearly. PG&E, Water, Insurance, Gas, Food, Garbage and the list goes on and on. I'm very sorry we can't satisfy your needs.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I would like to apologize for the embarrassing mathematical error.
Second, the Southpoint response focuses on whether they followed their required procedures when informing their tenants of rent increases. My complaint is not about the procedures for increasing the rent. I acknowledge that they have meticulously followed their own procedures.
My complaint is based on: (1) the misrepresentation by Southpoint's agents made to me at the time of signing that there had not been any increases in rent for the past several years; (2) the unsupported assertion that each increase is to maintain the quality of service to its customers in general, and me in particular; and (3) the lack of disclosure of the policy of yearly increases and the (apparently arbitrary) amount of each increase ($2 in 2011, $3 from 2012 through 2014, and $10 in 2015). I probably would not have submitted this complaint, despite the non-disclosure of yearly rent increases, if the amount of the current increase had not been so large.
I believe that Southpoint has an ethical duty to explicitly disclose their policy of yearly rent increases to its new and existing tenants, and that not doing so is a breach of honest business practices. I believe that Southpoint should not claim that the yearly increases are to benefit the tenants when there is no justification for the assertion. Also, I believe that the $10/month increase, although it may be technically legal, is arbitrary, unjustified and unfair.
Final Business Response /* (4000, 9, 2015/05/29) */
To say my agents did not acknowledge that there had been a rent increase would not be accurate as we just had a rent increase the month you moved in back in 2010. By spending money on improving our facility and office does benefit the tenant. I'm sorry you don't see it that way. Please refer to paragraph 6 of your contract regarding rental increases. I truly feel that you would be much happier in storing your things at another facility. Once again I'm sorry in that we can't satisfy your needs. All the best.
Final Consumer Response /* (2000, 11, 2015/06/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
First, I stand by my statement that I asked about rent increases at the time I signed the rental agreement and was told there hadn't been one for several years. However, I acknowledge that I have no objective evidence of that assertion.
Second, I actually agree with Southpoint's statement that spending money to improve the facility and office does benefit the tenants. However, Southpoint has had many opportunities to identify what those improvements were yet has not done so. My conclusion from that is that Southpoint 1) doesn't know what improvements have been made, 2) doesn't want to tell the tenants what improvements have been made, or 3) have not made any actual improvements.
Third, I understand that Southpoint has the right to raise the rent by any amount at any time as long as it follows its contractual procedures and I acknowledge that they have scrupulously followed those procedures to the letter.
I do not believe that any aspect of my complaint has been addressed but I also believe that continuing this conversation is a waste of everyone's time. Therefore, I will terminate this conversation by accepting the company's last response.