ComplaintsforLong Beach Security Storage LP

• Initial Complaint

  07/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received my bill statement on July 2 online and when I went to make the payment I noticed that it was $10 more than what I usually pay. I called the facility and spoke with someone who stated that it was because of the storage rental increase. I told her that I had just had an increase a few months ago and she stated according to my rental lease that I agreed to accept increases as much as every other month I asked for her to mail me the lease which she did and I could not find that anywhere in the agreement. I asked to speak to the manager and she told me he went on vacation for two weeks but I can call and press 8 on the phone and that would connect me to his voicemail. I called back and that option is not available, the options only go to 4. When I spoke again to the lady, she said that is what they told her and that I could call back the next day and speak to someone else. I asked for a corporate number and she said that she doesn't have one. Also when I rented the storage space I was told that I would be able to use the elevator (ride up to the 6th floor where my unit is located) and since August 2021 I have to walk the 6 flights of stairs and when I told them that I am disabled and walk with a cane they told me that it doesn't matter that it is a freight elevator and I can rent a handicap unit on the 1st floor for $230 (I am currently paying $73 although I suppose to pay $67). The last time I went to my storage and had to walk the 6 flights of stairs I got stuck on the 5th floor and the person came up on the elevator and open the door and still would not allow me to use the elevator. My knee swelled up that I had to get a steroid shot in it. If I knew that I would not be able to use the elevator I would have never rented the storage unit.

  Business response

  07/26/2022

  Business Response /* (1000, 5, 2022/07/06) */ **. ******, Long Beach Security Storage has reviewed notice received from The BBB on July 5th, 2022, I will be able to provide further clarity on the information provided and the question you may have regarding the rental agreement of the storage unit at our facility. Pertaining to the rental increase, the rental agreement calls for on page 7, section 29 "......SUBJECT TO CHANGE upon thirty (30) days written notice to Customer, including but not limited to, and without limitation, Monthly Rental Charges......" said Rental increase notice was mail - First Class via our mailing partner simple certified mail to the last known address on file mailed on May 25th, 2022, please see attached proof and copy of letter mailed. Which the letter outlines that rental increase will take effect on or after June 27th, 2022. Secondly, after further review a rental increase was previously issued over 230 days ago. In regard to reaching out to me, you indeed would dial ************ and enter extension 8 and not option 8. That may have been the miscommunication as the automated system only provides up to option 4, however the extension to my line would be the number 8 which is available even if the system does not provide the extension. As to the number to the corporate office you would dial the same option as the facility is not a big corporation and simply a single owned location. Additionally, Our ADA units are located on the first and second floor of the facility. As the facility does not have a passenger elevator and only has a freight elevator. For this reason, the facility has multiple signs outlining that our ADA units are located on the first and second floor. After further review of the lease documents you have initialed where it outlines " understand the on-site freight elevator is only a freight elevator and not a passenger elevator. I also understand I have to take stairs to my designated floor. ". I understand that you have a health condition which may prevent you from taking the stairs. What we can offer is reserve a 5x7 unit when it becomes available on our first or second floor, we would be able to hold said reservation for a maximum of 4 days. Keep in mind these units are hard to come by as we have not had one available since about January of this year. 5x7 units located on the first and second floor are not on a discounted rate, unlike units located on floors three- seven, due to the inconvenience of taking stairs to designated floors. Consumer Response /* (3000, 7, 2022/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive an email nor any letter via the usps about the increase. Pertaining to the rental agreement it say that it could change with a 30 days notice which I did not receive, but as you have wrote I just received a increase 230 days ago. It has not been a year since the last increase and it was not an year before the first increase and the date that I rented the unit. I can understand if I received an increase every year after a full year but at this point I am receiving a increase every 6 months and I did not sign an agreement to that. In regards to reaching you the worker said to press the 8 on the telephone key pad which I did and it says invalid entry. If it is an extension and some other key should be pressed first, for instance # then that should be said and it should also be an recorded option as the one through four are. If you attended that the elevator be used as a freight elevator then they should have been stated and displayed at the beginning of my rental and I would have never rented the unit. Yes, it states that it is a freight elevator but I was allowed to ride the elevator until the beginning of 2022. I was told that because of your insurance policy that I couldn't ride the elevator anymore, but again that policy has always been in effect and was not being implemented until almost a year after I rented the unit. Business Response /* (4000, 9, 2022/07/12) */ **. ******, my apologies if you did not receive the increase letter, as stated in our previous response the letter was mailed via the 3rd party vendor (proof was attached in last response). The letter may have been lost in the mail, unfortunately lost mail from the USPS office is out of our hands. However, I will go ahead and credit your account the difference as a once time courtesy. Secondly, I just called the phone number and flowed the prompts provided by myself and staff onsite which did ring and gave me the option to leave a voicemail. Unsure why you may be having issues. Lastly, the freight elevator per the rental agreement the freight elevator is for freight and not intended to be used as a passenger elevator, I have also reviewed your account file where staff on site back in 2021 advised you as such as well.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Since July of 2021, I have been renting a storage unit at Long Beach security Storage. It has always been $90/mo, but with the late fee I have incurred on occasion it comes out to $120. I'm currently 2 mo behind on my storage fee, so I called to get the bill. I am supposed to get calls and reminders of late fees, but I never do. I was worried it was going to go to auction. I needed to see the total so I could make some payment arrangements happen . The unit is in fact is scheduled to go to auction on January 17, 2022. They stated the bill was $490. Curious to why it was so high, I requested an itemized receipt to be emailed to me . I unfortunately have paid 2 mo late before, and had to pay around $270. After a week of no Email, and calling several times, I asked again for an email. They stated that they cannot explain the increase in price and cannot email me my bill. I asked why to no response. They did say they can " read it to me " over the phone , so I asked to be read my bill. The woman on the phone, who was very nice and not in charge from my understanding, couldn't think of fees over about $300, but stated I had to pay $490.36. They could not tell me the fees and she even admitted she was making up fees like " auction fee" and " scheduling fee."I think they are trying to scam me and surely others who wouldn't even know who to cAll. My Boyfriend suggested I write you. I consider myself a fighter for justice, I don't like to see business take advantage of people in desperate situations or poverty. Most who rent a storage unit are doing it out of desperation, a bad situation , or a transitional period. They are trying to hold onto belongs and shouldn't be exploited and preyed upon by companies trying to profit off auctions of their belongings . My phone number is ***********X and email is ******** ********** In the age of ****, social media, and cancel culture, companies shouldn't be practicing such nefarious shady practices . Sincerely, ***** ****

  Business response

  02/09/2022

  Business Response /* (1000, 5, 2022/01/21) */ ******** I was unable to locate an account under your name, email address, phone number and/or home address. Which I assume you might have the wrong facility and/or you might not be the primary account holder. In the event you're not the account holder; might be a reason why the staff on site was unable to provide information requested. If this is the case, I would suggest switching the account to your name and/or having the primary account holder come to the office for documents you are requesting. What I can disclose is the following, Late Fees/ Pre foreclosure Fee/ Lien Fee Late Fee (Placed on the 12th of every month if account is late) (1 ($10), if the rental agreement provides for monthly rent of ($60) or less. (2) ($15), if the rental agreement provides for monthly rent greater than ($60), but less than one ($100). (3) ($20) or 15 % of the monthly rental fee, whichever is greater, if the rental agreement provides for monthly rent of ($100) or more.) Pre foreclosure Fee ($70.00 applied on account when account is 31 days past due) Lien Fee ($20.00 applied when account is 36 days past due) Auction Fees ($200.00 applied when account is 45+ days late)

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