ComplaintsforStop & Stor

• Initial Complaint

  04/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint about ********* the current manager at the queens village storage facility, her filed director, ****** and *******. She had been violated my consumer rights by overcharging my storage with unexplainable late fees, harassing, threatening, and making her staff to do the same. I brought it to her attention to fix her late charge errors she refused to fix them and threatened to auction my valuable belongings. Every month I pay my bill online, I made a payment on march 1st on both units 48 and 69, unint48 payment went with no errors the other unit their system failed accepting payment because they blocked me. On March 5 I went there I noticed I didn't have the access to entrance I went to from desk and spoke to her staff refuse to give her name. She got mad and told me to wait to speak to her manager on days she works Sunday April 1st I went there spoke with ******************** asked her why there were locks on my doors days later. She wanted to argue and never fix the issue. I asked her for record of my access to the facility she told me it would take her two weeks to give without giving me a date. Her Boss ******* doesn't return my calls threatened me it's proven he retaliated against me. they don't like customer to asking question about their bills , he knows about the online issue other customers complained about it too. I left my phone number and filed several complaints in person and online about her mismanaging my accounts and lied to cover up that she purposely locking my account to preventing me from making payment on both units. Management running scams on customers I have paid hundreds on bogus late fees in the past and I refuse to continue been targeted and coerce and bully into fear of losing my valuable belongings and pay whatever bills they charge me. 1st- My request is for them blocking me from making payments on both units online. 2nd- Systems errors is from them they must remove their late fees. 3rd- Staff must stop harassing me at the facility

  Business response

  04/26/2023

  To Whom it may concern,

  In responce to Complaint ID ********, received on April 24th, 2023.

  My name is ***************************** District manager for Stop & Stor and I'm familiar with ******************* as a customer at our facility locate at ****************************************** ********************************************* ** *****.  

  At Stop & Stor our customers are very important and everyone receice the best service and treatement.  Our facilities, customer service representatives and manager are second to none. we valued our customers and take their demand and concerns very serious.

  In the case of Erland Ibreus, her complaint has no validity. She mentioned  ******* in her complaint, ******* hasn't been working for Stop & Stor in over 1 year now. As for ****** she is our Queens  Area manager she hasn't have any dealing with *************

  About 2 yearrs ago, ******************* reported to our office that she was having an issue making payment online using our website, when I looked into the issue I found out that the customer's was 60 days past due and that was the reason she couldn't make her paymnet online. It is Stop & Stor policy once an account is 60 days past due, they would not be able to make payment online or over the phone. it is a policy known by all of our customers. I met with ****** at the facility where she stored her goods and explained to her our policy. I waived the late fees and took her payment. I gave her my business card and told her if she has any issue in the future to feel free to reach out to me.

  Since that meeting with ******, everything was fine till recently ****** emailed our **************** claiming she is having issue making payment to her account. I called Erland and we discuss her account and I found out every time she try to make a payment online  to one of her storage unit, her financial institution declined the payment.  I emailed her all the notes showing the responce we got from her financial institution, I even removed the late fee from that account. she promise to go to the storage facility to make the payment in person she never made it to the facility, I called her and offerred to take the payment from her over the phone, she promised to call back to make the payment she never did.

  Below you will find copy of the email I sent to *******************, and the note regarding payment activity that was declined, prior to her filing the complaint.

   

  Thank you 

   

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*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. ↩