I am formally escalating an unresolved issue regarding the service's failure to uphold a pricing agreement intended to address misleading advertising and unacceptable unit conditions at one of their locations.
Timeline & Facts (all verifiable):
1. I initially reserved a storage unit online at the local facility, based on the description and pricing shown on the platform.
2. Upon arrival, the unit did not match the advertisement:
o It was located on the second floor, instead of the first
o The door had a hole in it
o The facility was extremely dirty and poorly maintained.
3. I reached out to the regional representative, who acknowledged that the unit was not as promised and relocated me to another site with no transfer fee, explicitly stating that my monthly rate would be honored at the lower location price.
4. I signed my lease at the new site, and the first month was billed correctly, reflecting the agreed-upon rate.
5. Since then, my rent has increased twice, and I am now paying over $50 more per month, nearly double the promised rate.
6. For the past four months, I have:
o Called and left messages for the representative multiple times
o Visited the location in person
o Spoken directly with the property manager, who assured me that the representative would contact me.
He has never returned my calls.
This situation indicates a complete breakdown in communication, accountability, and customer service. I was moved to a different location because the service failed to deliver what was advertised, and now I am being financially penalized despite clear assurances.
What I am seeking:
• Immediate contact from the representative’s direct supervisor
• Restoration of my monthly rate to the original price, as agreed
• Retroactive correction and credit for the overcharges incurred
• Written confirmation that my rate will not continue to increase in violation of this agreement.
If this matter is not resolved promptly, I will consider:
• Filing a formal complaint with the BBB
• Submitting complaints to consumer protection agencies
• Documenting this experience publicly.
This situation has persisted far longer than is reasonable, and I expect immediate escalation and resolution. To date, I have made numerous attempts to contact the service with no success...
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