ComplaintsforMini Mall Storage Properties (Canadian Head Office)

• Initial Complaint

  15/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had an annual rate for rv storage at this facility, but after receiving a notice that more charges were going to be added to my already prepaid rate, I gave them notice that I was moving out. I want the rent back that I had paid upfront. I have been promised that I would receive a refund, but after being more than patient, it appears that they are just hoping I will go away. Attached are the emails between us.

  Business response

  19/07/2024

  Hello
  
  Mini Mall is committed to providing reliable and secure storage solutions, while maintaining competitive pricing in the market, but we have had to address the increasing operational costs influenced by recent global factors.
  
  We introduced these service fees to make sure we can continue to deliver a superior rental experience. It is normal policy that we do not prorate out or refund promotions when a customer moves out as stated in our lease. Despite that, we waived the fees in May to try and make this situation right with the customer.
  
  At the time of the customers move out, May 7th, 2024, we assumed we were parting ways in good faith. The customers term was to expire May 31st, 2024. Our team acted according to policy, and even went above and beyond in waiving **** fees.
  
  If the customer wished to speak further, we encourage him to reach out to us at **************************************** ************** so we can assist him better.
  
  Thank you.

  Customer response

  23/07/2024

   
  Complaint: 21991622
  
  I am rejecting this response because: As the email that I attached to the original complaint shows, mini mall storage acknowledged that I was paid up until June 30, 2024. They also know that I was NOT leaving on good terms as they were advised by me in the same email chain. The fees that they were trying to charge me, after I had already prepaid the rent in full for the year ending June 30, 2024, were for Payment processing fee and administration fee. I paid cash for the rental, so neither should apply anyway. It's just another way for large corporations to ***** everyone. I am also attaching a statement showing that they acknowledge I was paid up until June 20, 2024. as well as all the extra charges that they decided to add after the fact. I have tried to work this out with the local facility, but just keep getting the same response that it was sent in to head office. 

  This amount of money is certainly not going to decide my future, however, it is a matter of principle that good customers should never be treated like this. 
  
  Sincerely,
  
  *************************

  Business response

  22/08/2024

  Hello 

  I have added the payment receipt(s) for *************************.  
  
  Receipts attached :
  Payment receipt, **** paid online - July ****** - May ******* ( 11 months )
  PROMO Buy 11 get 12 month FREE  ( June Month Free )
  MMSP Credit for the NEW FEES introduced in Dec 2023 -April 2024
  MMMSP Credit for NEW FEES  May 2024
  
  **** moved out May 7th   We do not prorate the rent.  He wouldn't get the month of June rent refunded, as it was a FREE MONTH with the promo.  
  
  Please reach out if you have any questions.

  Thank you 

• Initial Complaint

  22/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 12, 2022, *************** signed a rental agreement with ***************************** of Mini Mall Storage. Rental Agreement signature document reference number: CEFP-L4558-******-*****-****************** *** rented unit WN819 and WN820. Both were insured under the Protection plan at ***** each per month. The Protection plan states: Your personal contents SHALL be protected up to ***** dollars under a protection plan provided and underwritten by ******************************** (the "Protection plan") for a fee of ***** plus tax per month, excluding commercial and vehicle contents.Prior to December 15, 2022, one of the units was broken into (among many other units). *** lost various items and provided Mini Mall Storage a detailed list of what was stolen. He was informed that he would be updated as to the matter and compensated for his losses. On October 25, 2023, *** sent an e-mail to ************* Storage Winchester, enquiring as to the status of his compensation. He received no response.On February 20, 2024, I, ***'s partner, contacted ***************************** of Mini Mall Storage - Winchester. ******** provided she had no update as to the matter. She also did not have any contact particulars for the head office, nor could she provide me with the police report # from the theft.After using ****** to locate ************* Storage, I contacted the Canadian Head Office in *******. I was transferred back to ******** after being informed this was not the head office.******** was not able to explain how she was going to contact head office when clearly, I can't contact head office and she stated to have no direct line or means of communication with head office. ******** suggested she will contact the insurance department. I was not given the requested contact information for this department as they do not deal with the public.Generally, I would wait for a response, however, I'm done holding my breath.

  Business response

  29/02/2024

  Hello ***,
  
  We are disappointed to hear about your experience. After investigating the matter, it appears that there was a communication breakdown between a former employee and the insurance company. A representative will be reaching out to you shortly to remedy this issue.
  
  We apologize for the inconvenience,
  
  Mini Mall Storage

  Customer response

  01/03/2024

  Thank you very much for your time and diligence in this matter. 
  

  We are still waiting on their response to **. 
  

  I did send a follow up-mail this morning, however, have yet to hear back. 
  

  Super unprofessional and extremely disappointing. 
  

  Thank you again for your help.  We continue to wait for word and an update from Mini Mall Storage. 
  

  ***

  Customer response

  04/03/2024

   
  Complaint: 21326798
  
  I am rejecting this response because: 

  Thank you very much for your time and diligence in this matter. 
  

  We are still waiting on their response to **. 
  

  I did send a follow up-mail this morning, however, have yet to hear back. 
  

  Super unprofessional and extremely disappointing. 
  

  Thank you again for your help.  We continue to wait for word and an update from Mini Mall Storage. 
  

  ***

  
  
  Sincerely,
  
  ***************

  Business response

  05/03/2024

  Hello,
  
  *** visited our team in-store on February 23rd,at which point our team explained that his claim is in process with the insurance company, and we are waiting on a claim number to be issued. This was also reconfirmed in an email to **** wife at the same time. At this point the matter is out of our hands, and we feel our team has done everything in their power to rectify this unfortunate situation. We would be happy to speak to *** again if necessary, he can call the store at **************.
  
  Thank you
  
  Mini Mall Storage

• Initial Complaint

  14/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  To whom it may concern.My name is *****. And I'm writing you about an issue I've been having with a place in my home town about a refund of money I was suppose to get back and it's been since Dec . My mother had just passed away Oct 29th so I was having to pack all her stuff up and move it. So I decided to get a storage unit unlit spring/summer when I can better go through her stuff. So I ended up renting a storage unit at mini mall storage in **************. ** Dec 7th I got a moving truck and packed all her stuff in the truck and went to the storages. When I got there there was no one working on site and there was a lock on my storage. Im guessing one of their locks on there. But no one was there to help me. And I had to have the truck back that night so I stated getting worried on what I was going to do. I tried to call the company and of course no amswer. So I went on line and look up more storage unit around my town and found a storage unit up at U haul storage. And payed again with my debit and drove up there and unloaded. After I took the truck back I tried call mini mall storage again and finally got a hold of some and said I want a refund back for the storage I rented and didn't get to use. And I explained why and they said they normally don't do refunds but they can refund ****** and they couldn't refund the hold amount. Which the hole amount was $208.72 and $26.31 on Dec 7th 2023. Which was debited from my bank account. Which really ****** me off. But they said it wouldn't be put back into my account for 4 weeks which I thought was wired. So I've been waiting and it's now Feb 14. ****. And I keep calling them and I've ****** a hold of two people and they just patch me through to the ************** office and of course no one answers and I've left messages and still no response. It's bad enough that I have to deal with my mother just passing away and on top of that I have 5 kids and don't have the money to throw away. Please help me get my money.

  Business response

  16/02/2024

  Hello *****,
  
  We have confirmed that the check request was submitted and has been processed, you should be receiving it in the mail within **** business days.
  
  Thank you
  
  Mini Mall Storage

  Customer response

  16/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I have been renting stalls at this facility since 2009 when it was still **************** Self Storage. It was unfortunately bought out by mini mall self storage. Since that time things have gone downhill. In November 2023, someone tried to break into my enclosed trailer by punching / drilling the locks. I got it fixed and moved on with life. On December 15, 2023 I arrived at my trailer in what was supposed to be a secure facility to find my enclosed trailer had been broken into and my cinder blocks damaged. The **** were called and it was determined the son of another tenants vehicle was observed in the lot I use. I was told on December 31, 2023 by the **** that only half the cameras were working at the time. The management at mini mall told me the code had been disabled and if charges were laid, the person would be removed from the facility. On January 5, **** I attended the storage facility to get my enclosed trailer. This was at **** hrs and both my trailers were there at that time. I returned to the facility at **** hrs on the same date to find my entire dump trailer missing. It had been stolen from the yard. In speaking with the **** it has now been determined NONE of the cameras were recording on the day of the theft of my $15000 trailer. I have asked for a refund of my rent for the 3 months I have been victimized while parked there and them to cover my deductible. I done a ****** review and in response to this Constantios (regional manager) told me he saw my ****** review and if I took it down he would see about paying the deductible. There is no accountability for them and they are not offering what they advertise.

  Business response

  12/01/2024

  Thank you for taking the time to give us a review, ****.

   

  We sincerely apologize about the issues you experienced, and we hope to make this right. We understand you have been in contact with local management and urge you to continue working with them. Customer service is our top priority, and we hope you give us another chance to rectify any issues you may be facing.

   

  Thank you.

  Customer response

  19/01/2024

   
  Complaint: 21115788
  
  I am rejecting this response because:

  The attempts by the local Mini Mall to resolve the issue have been completely unprofessional.  I have lost more than $15,000.00 CAD in value from the facility's failure to have industry appropriate and reasonable security protocols, with NO functional camera system (at a STORAGE FACILITY), and so I am now pursuing all legal remedies available to me.  The fact that I was told to remove a ****** review in order to be paid my insurance deductible is disgusting and tells you that the only goal here is corporate greed and public perception.  I will not allow other patrons/tenants to endure this treatment so I will go public with this dispute with all local media conduits.
  
  Sincerely,
  
  *************************

  Business response

  23/01/2024

  We are truly sorry your experience wasnt great, ****. We pride ourselves on high-quality service and are disappointed with this situation. Despite our staff following proper procedure, it appears that you are still displeased with the outcome.Please give us a call at **************, or contact us at **************************************** and we would be happy to discuss this further.
  
  Thank you,
  
  Mini Mall Storage

  Customer response

  29/01/2024

   
  Complaint: 21115788
  
  I am rejecting this response because:
  I have sent you guys an email on my reasonable request and havent heard back. I have also dropped one off in person and you are still lacking customer service that you claim you strive for. 
  Sincerely,
  
  *************************

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented a 10x15 storage unit in April 2023, the first issue was they were charging my unit to another person's credit card. My contract states my payments are due the 15th of the month. They tried to continuously put payments on all different days. Dec 13th the took 55.65$ on Dec 14th they took 71.65$ on Dec 15th they took ******. I am only to pay ****** a month. Now on January 2nd they have taken 406.18$. We have received numerous emails of our payments being late we were told our stuff is up for auction. I went in today to be told that the main owner had blocked put the system changed everyone's payments to the 1st of every month we have had no notice. This has put us in financial strain. They Manger of the business is calling her manager cause the owners take no calls.

  Business response

  04/01/2024

  Hello,
  
  The customer is confusing her move-in date ********** her payment date (1st), as reflected in her contract (attached). A representative will be reaching out to the customer to rectify this dispute.
  
  Thank you
  
  Mini Mall Storage

  Customer response

  04/01/2024

  I have gone in several times and spoken to the office manager **** to have my payment date on the 15th. According to her that is my date. The first never worked for us. The storage unit was for the 15th and the outside unit for our boat was for the first. And I have bank statements to prove my big unit has always  been paid on the first. I spoke with **** on the 2nd and was informed the owner over rode the system and has changes all customers to tje first without informing anyone. And they still took 3 payments mid  month in Dec and a payment on the first

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On ***** *** ****, I rented a storage locker from ************* Storage in ********** and was charged ******. On ***** ** I was contacted as they did not have my insurance information. I did not have access to my policy wordings to provide them with the insurance information they wanted and I did not want to spend the extra on additional insurance. I requested a refund on ***** **, 2023. I received an email from ***************************** advising " e can certainly organize a refund for you, just want to confirm that you no longer require the unit?" I followed up with them again on A**** *** *** ** *** *** *** To date I have not received a refund as promised.Thank you

  Customer response

  05/06/2023

  Please see the email communication between myself and mini mall storage

  Business response

  06/06/2023

  Hello *******, 

   

  We apologize for the delay we are working through processing your refund as we speak. 

   

  Thank you for your patience.

   

  Mini Mall Storage 

  Customer response

  07/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided they follow through and I receive the refund.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  21/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been storing my items at this location for approximately 6 years. Mini Mall Storage recently purchased the location. Since they've taken over there has been 2 hikes in 3 months on thier rates. They make errors constantly with billing. They billed my unit for 3 months on someone else's credit card. The customer service individual ignored me and I had to leave a negative review on ****** just to get assistance. Now, they've sent me an email threatening late fees and haven't sent me an invoice. I reached out, albeit frustratingly with no response. I emailed *************************************************,the owner, again to no response. I want a proper invoice and an apology, and If I'm made to move my things they're to cover my costs incurred if they don't agree I will ****

  Business response

  25/10/2022

  ****,
  
  We have been speaking with you and working with you through all of your recent transactions with Mini Mall. It's unfortunate that you choose to criticize us around every turn, as we have worked with you through each situation and resolved issues including ones occurring prior to our ownership. 
  
  
  For further communication please work with our team directly who have been, and are always available to address your concerns immediately. Thank you.

  Customer response

  25/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  i had no issues with the prior owner.  He was my landlord he was honest, never ******** me for payment when i made one and he kept his safety light on.  I emailed your agent and you with concerns as to his continued conduct, which was not rectified.  I didnt get a response from you which is the reason for my escalation.  **** *** **** ******* ** **** ******** ** **** ****** ****** ******* ********  You have called me this evening so we will see how that goes.  *** *** * **** * ***** *** **** *** ** ** **** * ******* ********* *** * ****** *** **** * ****** ** ********
  Sincerely,
  
  *************************

  Business response

  02/11/2022

  Hello *******,
  
  Your review leaves some details very one sided and despite ** working with you and providing you a credit to your account; you still prefer to publish this review avoiding some of the true facts and in turn not owning your responsibility with us as a tenant to provide appropriate contact information. 
  At this time we believe we have made every effort to provide you with satisfactory service, for further communication on the matter please work with our management team who are still willing to work with you on your concerns. 

  Thank you 

  Customer response

  04/11/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  what facts have i left out?  You credited me in the past for poor service yes, this is not what this complaint is about.  Since that resolution your staff member has been rude and inconsistent in his/her duties as your representative.  I was accused of providing a fake screen shot for a payment. Then, after sending payments and each and every time, i was sent an email threatening late fees and threats to lock me out, despite paying.  These matters comtinued after your resolution, and your continued inability to accept this fact will mean that this better business complaint will remain on your record.

  ************ ***** **** ********** ***** ** **** ******** ** ******* **** ** ******* ** **** ** ** *********** *** ***** *** ***** ******** ********* * **** **** ********  *** **** **** ** ************** ***** *** **** ** ********** *** *** *** ******** * *******
  
  Sincerely,
  
  *************************

• Initial Complaint

  20/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On *** *** **** I rented a storage unit at Mini Mall Storage ********************************************************************. The transaction was completed on line. Due to a change in plans I contacted Mini Mall that same day to cancel my rental. I have a email confirmation from them telling me I should receive a refund within ****************************************** **** *** ** **** ******* **** * **** ******* I have made numerous calls to Mini Mall trying to resolve this and I can fine no proof of any refund from Mini Mall.

  Business response

  05/10/2022

  Hello, 

   

  We have issued a refund on ********* ***** **** you should see it within the next week or so. 

   

  Hope you and yours are well!

   

  Mini Mall Storage 

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  A rental agreement, ******, for a storage unit, 10' x 25', with the previous owners of **************** Self Storage was for **** monthly. The business transitioned into Mini Mall Properties in *******. No new rental agreement was offered. The Web Rate on their site lists rental for the same size unit as ****.Payments made were as follows: *** ****** ******** *** ****** ******** *********** *******. An Insurance of ****** monthly is applied.The payments were late, but within the 30-day time frame. I understand late fees, but **** in late fees in one month is outrageous. Management stated their late fees were "aggressive" and stated we can find a storage elsewhere. ** *** ***** ** **** **** ******** ** *** *********** ** *** ********* ** *** ***** ** *********************

  Business response

  29/04/2022

  To the BBB Review Board,
  
  Thank you for sending our company this BBB complaint and allowing us an opportunity to respond. As a responsible self-storage owner and operator, we take pride in proactively communicating with our customers. As such, we have a 24/7 customer experience centre that provides responsive support if customers ever need to contact us with any questions or concerns.
  
  Upon diligent review of our internal processes and communication with this customer, below is a summary of our findings:
  

  In ********* ****, Mini Mall Properties acquired the previous company that the customer was renting with. 
  

  As a best practice, once we've acquired a property, we contact all customers to notify them about the change of ownership and provide them with key information - a welcome letter, a fee schedule, and lease agreement.
  

  Our late fee schedule and lease agreement that is mailed out to all customers states that all rent is due on the 1st of each month.
  

  Over the past 8 months, ***** *, the individual making this complaint, was provided with these documents via mail and other outreach methods at least 6 times.
  

  On ******** ** ** ****, during an in-office visit, our customer service team verbally explained this process again to him and provided printed copies to remind him of the terms. 
  

  This customer was unable to keep up with payments, and we continued to advise him that late fees were being applied as per his agreement with Mini Mall Storage. 
  

  By ******** ****, we had waived over **** in late fees and rental changes to support him in his payment ***********.
  

  We have provided him with many opportunities to work with us to resolve this situation.

  Our rental rates are competitive based on unit level occupancy and seasonality, which is standard for the self-storage industry. We feel that we have conducted business in a fair and reasonable manner and would be happy to answer any additional questions ** **** **** ********* ******* **** *** *** ******** 

  
  Best Regards,

   

  Mini Mall Storage Properties

  Customer response

  10/05/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  In response to your latest communication, I would like to let you know that the complaint is not resolved. 
  
  The management stands behind their "aggressive" fees.  Last month's rent was paid  - **** as per February billing.  The amount was accepted with the reminder that *** in late fees was outstanding.
   
  That storage unit will be emptied in due time.
  
  The file can be closed with  a notation of 'no resolution'.
  
  Thank you for your attention.
  
  *********************************
  

  
  

  
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩