Storage for Less

On September 4, *** *** came to our facility and rented unit number ***We explained to her how our rentals work and what our specials were*** opted to do a month leaseShe knew her payments were due on the first of every month and received a copy of her lease when it was
completedOn September 5, *** came into the office requesting to transfer to another unitThe transfer was completed and the terms of her lease and the payment guidelines were explained to her againShe received a copy of the new lease and confirmed she understood when payments were due and she understood the terms of the lease*** received her first month free and the last months half off, which is in line with our specials and knew that her next payment was due on-October firstShe signed a credit card authorization form for her account to be automatically billed every month to her credit cardShe paid the $administration, fee and was credited the rest of the amount for her first months protection plan of $in keeping with our free month. *** then went out to her moving truck to move into the new unitUpon opening her unit and beginning to move stuff into it *** and the person helping her found a long white tube and what looked to be a rifleThese items were tucked into a corner near the door and were missed upon inspection of the unit prior to renting it *** reported this to our employee who then went and looked at the items_ Our employee then followed procedure and called the Sheriff to come and look at the itemsThe sheriff arrived approximately minutes later and looked at the itemsWhich were found to be a fly fishing rod and reel and a BB gunOur employee then removed the items from the unit and *** and her helper began placing her items in the unit. We processed her transaction on the first of the month like she stated she wanted when setting up her rental, Unbeknownst to us our system had an error occur when transferring units and it caused our systems to say she did not owe any rent until December lsr, She called about a week prior to the date her rent was owed end asked how much it was going to beShe was told at that point by just looking her up that she owed nothing because of the error in the systemShe did not question this and just assumed she was compensated two months' rent for the items found in her unit and having to wait minutes to continue putting her items in it. We do not dig into a tenants account when they call and ask how much they owe, we will look and see where they are at with their rent and let them know the total if they call in and askHowever, if a tenant has a complaint we will look into the account thoroughly to fix the issueThis was explained to *** when she called to complain about her rent for the month being taken out She then began to tell'our employee how she did not trust her nor the other lady because they were going to go In her unit and steal her stuff lust like we did her money. *** then wanted to talk to the " bas' my employee provided her with my name and phone number I spoke with herI explained the error to her again and let her know it was a rare error and we did not know why our system did this but we had put in a ticket with the company againI also told her that according to the terms of her lease she had to pay the rent and would not receive a refund*** became angry and did not want to listen and kept interrupting and not letting me finish my explanationI did ask her to hold on a minute and let me explain to her that because of a computer glitch she was not going to receive three months free, l said I would refund the rent but it still had to be paid in full by the tenth per our grace period or she would receive a late fee on the 1.e*** was not happy with this and expected to be compensated even more and refunded her rent as well. We tried to explain the situation and to help her understand that we were not trying to "steal" her money or be underhanded in anyway*** did not want to hear it and kept demanding a refund and to not have to pay the rent