ComplaintsforCloverdale Mini Storage

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved our stuff into Cloverdale mini storage on 4/4. We paid $167.56 on my debit card. It went through on 4/6.On 4/23 Cloverdale mini storage charged my same card $167.56. Which shouldnt have happened because I didnt sign up for auto pay. Also we paid them 18 days before. I work next door to them so I walked in and asked them why they double charged me. *** said they didnt know why and to dispute the second charge. They said it had to be my bank and it wasnt them, but it came from their terminal. I disputed it with my bank and my bank denied it because they said the merchant refunded me the money on 4/27. The manager *** came into my work on 4/28 and asked my coworker to tell me he needs me to go over there and talk to him. I had just clocked into work he watched me walk into work and then asked me to go over there. I went over there and *** said my dispute took back the first original payment. Thats what his boss and owner **** said. So they were demanding a late fee now plus the original payment. $190 or so. I told them they double charged me and they refunded me back the second charge but not the first. They insisted it was my banks issue and not theirs. Yet the double charge and refund came from their terminal. Again they insisted it wasnt their fault. I told them I cant afford to pay them money I already paid them. We live in low income housing and live paycheck to paycheck and we already paid them. So that day they locked us out of our storage unit. I was in tears. They were treating me as if I never paid them!I called my husband crying. We hadnt done anything wrong and we paid them. I work next door and this was embarrassing and I was dealing with this on the clock. Monday 5/2 the owner **** Guirres called me at work saying their third party credit card billing did in fact double charge me and make a mistake. They are now sent me a lien sale (I havent paid for *** yet was trying to straighten this out) if I dont pay $311 by 5/26.

  Business response

  06/02/2022

  Cloverdale Mini Storage 134773
  ***********************
  1420 Hwy 175
  *******, **  95449
  
  5/16/2022
  
  To: Merchant Services
  Retrieval & Chargeback Department
  1185 **************, Ste. 200
  **********, **  21740
  
  https://merlinkresponse.com
  
  Case Number: *************, Cardholder Dispute
  
  Customer: ***********************, Unit S13 - *****
  
  Customer moved into ********************** unit S13, on 4/4/2022, paid $167.56 for unit charges and a padlock by her credit card. Saturday, 4/23/2022,Customer came into our mini ********************** office demanding to know why we billed her again. She had a charge/hold notification on her phone from her bank.  We had no evidence on our side of things about a duplicate charge. We had not billed her from the mini storage office. We didnt have her credit card information. Customer disputed that charge,resulting in a $167.56 chargeback on 4/27/2022.  Unfortunately, as there was no official charge from our system, that dispute (chargeback)went against her initial move in charge on 4/4/2022.  We were charged a $25.00 administration fee on 4/29/2022 from our credit card processor for that chargeback. Evidently what happened was on 4/20/2022 our credit card processor had a system error which issued a duplicate charge for our Customer in S13, as well as seven other tenants. Those charges had gone around the back end of our system in such a way, we could not see it until it was explained to us on 4/27/2022. *********************** gathered paperwork and phoned Customer in S13, apologizing for the error, but explained that it wasnt an error that originated in our office.  On 4/27/2022, Cloverdale Mini Storage had an *** withdrawal of $1,357.56 taken from our account at ************* by the credit processing company, PPS. In this amount, notification shows that $167.56 was refunded to the Customer in S13. We believe the reason that Customer has not yet received her money back is because she disputed the second charge, but the dispute went against our original charge. Customer has since been credited back the $25.00 administration fee as our credit card processor gave us a courtesy refund on 5/3/2022.  The credit card processor has fully refunded all eight of the tenants who were duplicate charged on 4/20/2022. Let me restate that the refund to these tenants came from the *** withdrawal from our account on 4/27/2022.  Since Customers first months rent payment was disputed, the $167.56 was debited from our account as a chargeback.Customer was notified to please repay her initial charges, to date, she has chosen not to do so. Customer was billed on 5/4/2022 for her pro-rated 2nd month billing for unit S13, that charge remains unpaid.  Currently, Customer is in arrears and continues to accumulate charges.  Customer has been occupying the ********************** Unit S13 since 4/4/2022. Due to this dispute, we have yet to collect any rental fees on the unit. Customer made cash payment in full of $341.56 on 5/25/2022 for balance due on their account. Cloverdale Mini Storage received the dispute settlement of $167.56 back into our bank account on 5/23/2022. Due to float time and communications delays, Cloverdale Mini Storage saw the settlement credit on 5/28/2022. A rent refund check was written and mailed out to Customer on 5/31/2022 in the amount of $182.96, which included a credit of $15.40 for unused rent for 6/1 - 6/4/2022. Customer elected to move out of ********************** unit on 5/31/2022.

  
  
  ***********************, Owner & Managing Member of Cloverdale Mini Storage, LLC

  Business response

  06/03/2022

  Please see the attached.

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