ComplaintsforRoute 59 Storage

• Initial Complaint

  04/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I rented a space to store one car, a 1975 Cadillac here on March 9. I am out of state and had to do everything remotely. Route 59 Storage was provided with all my information including a copy of my driver's license, insurance card, and a photo of the car. Before moving the car to the facility, I told the person on the phone that the car was not drivable and would have to be towed in and out by a rollback. I informed him that part of the reason for this was there was no one to drive the car. I paid $400 to have the car transported from another area of **** to this facility. Everything was fine until March 27 when I received a text message notification at 11 AM, that payment was due for April. 30 minutes later I received a text message that the rental agreement was terminated. I called the phone number provided in the text message. The phone rep took my credit card information, processed the payment, and said everything was fine. I received a text message receipt of payment. 2 days later on March 29, I received a text message that my lease was terminated and I had to remove the car by MARCH 31. No one responded to my text. I could not reach the storage manager himself, only a phone rep. I was given less than 48 hours to remove my car and my lease, though full paid, was terminated. and I was 'evicted'. Later in the day I finally received a call from *****, a manager, who said, basically, that the car wasn't good enough for their facility. It is unethical and unreasonable to terminate a full paid lease and give someone 2 days notice to remove their property. It is also a violation of law. They also waited until the end of the month, if they didn't like the car, they should have figured that out immediately, not over 2 weeks later. None of their phone reps knew what was going on or could give me answers. It was a lot of hassle and cost me $150 to tow the car to another facility. Everything was mishandled from start to finish with this company.

  Business response

  06/11/2023

  [BBB transcription via email]

   

  Attached is my attempt to correspond with *** ***** for resolution. This experience was unfortunate. Additional training has been provided to the call center team to avoid future similar experiences.
   
  
  An opportunity to respond to the case, or a notation of our attempt and follow through will be much appreciated. I recently sent a communication to *** ***** via email. Upon written confirmation of the current mailing address, a reimbursement check will promptly be mailed.
   
  
  Our growing company thanks you for your consideration. We strive to always do what is best for all customers we have the pleasure to work with.
  
  
  
  Best Regards, 

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