ComplaintsforDevon Self Storage
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Complaint Details
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Initial Complaint
06/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I completed the storage rental process online and paid. The automated response stated someone from the facility would contact me with move in details unit # gate code, etc. This never happened. I've called the facility more than a dozen times and no one answers. The phones are forwarded to another location and those employees state they cannot help because they are not on site. I've emailed the facility several times and no one has responded. Now I am receiving past-due notices and late fees for the unit I have not moved into and cannot access. I received a phone call demanding payment from another location and when I explained the situation he said I had to contact the *************** location for assistance. I cannot move into the unit. I cannot cancel the unit and they are demanding payment and late fees for a service that was never provided. I have paid ***** to date, but they are now demanding ***** in late fees and threatening to report this on my credit if it's not paid. I'm really not sure what to do next since I cannot get a response.Business response
07/24/2024
This customer has had their money refunded to them a month ago. Due to the large storm that happened in ****** in June, we had a 2 weeklong power outage which resulted in our management team manually locking the gate after office hours from 9:30am-6:00pm so that the gate was not left open all night and cause a security breach to tenants. Without power, the gate system will not work automatically. We emailed every tenant this information which ***** provided. This shows he was aware of the current gate hours until power was restored. We were not informed that he was not going to be using the unit, so he was not moved out in the system. After filing a complaint, ***** was issued a refund and moved out in our system.
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BBB Rating & Accreditation
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.