ComplaintsforRhino Self Storage

• Initial Complaint

  05/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Rhino has sent a notification before a late fee is charged every month for years. Many of us have grown accustomed to using this as a reminder to pay because they don’t send a bill. In April they stopped this practice without any forewarning. My payment was late as a result so I added the $40 in late fees to my payment and paid with my online bank because their website wouldn’t work so I couldn’t pay that way. I then called, emailed, and texted them that I had paid using my bank, the date the payment should be received, and the info that I had paid that way because their website wouldn’t work. I asked them to please contact me if there would be any issue with this. I messaged them because they assess a 2nd late fee in the month if you still haven’t paid them. I’m rarely if ever late and my payment record will show that. No one replied to me, but they still charged me the additional late fees totaling another $20 after my calls/texts. I asked them, since I’m not habitually late and they had changed their process and stopped the notifications without any for warning AND I had contacted them about not being able to pay with their website, to waive those additional fees. I had after all contacted them about the payment issue BEFORE the late fee was charged to me. They almost never answer their phone and blame it on ongoing phone issues/loss of service… which is why have to leave voicemails, emails, and texts. Had they answered, or called me back, I could have paid them over the phone to avoid the 2nd late fee. I asked them to remove the charge, they said they would get back to me about this, but then I never heard from them and they disabled their text feature. There is now no way to communicate with them. I’ve called once a week for 2 wks and emailed, but there’s literally no way to reach them. This, on top of the fact that they have doubled the rent on both of my units in the last couple of years since they took over this facility from MO’s seems very disreputable.

  Customer response

  05/26/2022

  Better Business Bureau:
  
  Please try the number I’m including now. At this time, I have not been contacted by Rhino Self Storage regarding complaint ID ********. I was able to find another number for them. It is +* ***** ********. Please try calling or texting that number.
  
  Regards,
  
  ********* ******

*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. ↩