ComplaintsforMove It Storage

• Initial Complaint

  10/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Price gouging. Over the course of 2019 to 2023 my rates on a 20x10 storage increased from 120 per month to 258 per month. So I downsized to a 10x10 at 86 per month and the first month they and every month since they have tried to increase it by 28 percent. Add to this that their manager told me their business model is to get you in the door and continue raising prices because they know its difficult to move your stuff.Its absolutely abhorrent business practice.

  Business response

  11/15/2024

  Please allow this correspondence to serve as Move It Storages (#****) Answer to the BBB
  Complaint ID ******** filed by ***** ****** regarding his wifes storage unit #**** located at
  *******************************. In response to your letter dated October 9, 2024, I conducted
  a thorough investigation of the claim raised by Mr. ****** with respect to the rental rate increase.
  Our rental agreements are based on a month-to-month contract, which is standard across the self
  storage industry. On April 4, 2024, ****** ****** signed a contract for a 10x10 unit at a monthly
  rental rate of $86. Pursuant to Paragraph 1 of the contract, Occupant understands that the monthly
  rental rate may be changed by Operator by giving thirty (30) days advanced written notice to
  Occupant, with the new rental rate going into effect upon the next Rent Due Date. This is further
  reiterated in Paragraph 22 Changes, which states:
  All items of this Agreement, including but without limitation, the monthly
  rental rate, conditions of occupancy and other fees and charges are subject to
  change at the option of Operator upon thirty (30) days prior notice via first class
  mail or electronic mail to the Occupant. Any changes shall become effective upon
  the next Rent Due Date or on the date expressly stated in the Operators notice and
  shall thereafter apply to the occupancy hereunder.
  Move It remains committed to providing its customers with a pleasant ********************** experience. While
  it is understandable that rental rate increases can be frustrating for tenants, we do try to work with
  our customers as we have done in this case. On both prior instances, where the tenant received a
  minimum 30 days advance written notification of a rental increase, ********************* has
  agreed to reverse the increase prior to its effect. Most recently, the tenant received advanced
  written notice of a rental rate increase of $116, with an effective date of November 4, 2024.
  Though in this instance we were unable to reverse the increase, we did offer to reduce it to $101,
  which the tenant has declined.
  The terms of the rental agreement ****** ****** signed control the obligations of both ******
  ****** and Move It Storage in this matter and we have acted in accordance with the terms of this
  agreement. Periodic rental rate increases are typically initiated to account for market changes. All
  adjustments are made in accordance with industry standards and in compliance with applicable
  laws.
  We appreciate the opportunity to address this complaint. Should you have any questions or if I can
  be of further assistance, please do not hesitate to contact me at ************** or via email at
  *******************************.
  

• Initial Complaint

  08/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid $1,800 to this company yesterday morning. I live a block away from the storage facility have been by there many times and have never seen anyone there during business hours. When I spoke to customer service yesterday morning and made my payment I made it clear that I needed somebody on property to meet me so that they could get their locks off and I could get to my storage facility to move out. I had a truck reserved and movers reserved to move out of the property Sunday the next day. **************** assured me that they would send an urgent email to the property manager who they said was on site that day that I needed to be able to access my unit. I never received a call back or an email confirming that someone would be there and I went by the property twice nobody was there. I have had to pay thousands of dollars and remain renting from these criminals because I am not able to meet anybody on property so they can get their locks off.I have been a client at this property for 4 years and never had this kind of issue until NSA storage took over the property. I have confirmed with other clients on site that they have also never seen a property manager on site or seen the office open on the property during regular business hours.

• Initial Complaint

  09/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I switched to Move it storage in July '22 due another storages business practices to cone somewhere that is far worse. I have been with Move it and they have changed thier rates 3 x's in a about a year. I have tried calling corporate NO ANSWER. When talk to someone that works onsite of they DON'T know anything and can't WITH ANYTHING.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Rented storage on 06/20/23. On the night, there was a rainstorm locally. We got to the unit and a huge hole was in the roof where rain was storming in the unit. The unit was NOT clean and the hole had rust. It was very smelly and dirty. No one was on site so the next morning, immediately I let the manager know we were canceling and needed a refund ( on a unit that had been reserved for less than 24 hours). She responded, that she walks the units every day. Well, rust does not accumulate in 1 day. It is now 08/28/203 and move it storage has NOT given my family our refund. ****, and ***** at the call center are NOT on the same accord, as they both tell me the wrong information. I have spoken to area manager ****** and although she has better communication, she only knows what accounting tells her(which has been no eta on the refund check). ***** the site manager literally said, that calling and asking about my refund for a move-out 2 months ago was "too much for her". Move it is a horrible company. Incompetent workers who clearly are not trained from the same handbook.

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a storage unit online on March 27 for a unit at the *************** location. I arrived at the facility the gate code didn't work an employee sitting out in her car had to try twice to get my access code to work. After finally finding the unit assigned to me online it was a padlock already on the door. I went back to the front office and it was closed three hours early. I called customer service about 10 times trying to get assistance. Once I finally reached customer service I was told to go back to the facility and to call back so that I could tell them which units didn't have a lock on it so they could assign me a new unit. I called several times and once I got in touch with an associate and told them I was calling so they could assign a new unit I was told to call the local office. I drove to the office the next day twice and no one ever came to open the office. I called customer service several times and finally was able to get a cancelation and a refund for the unit in which someone else already occupied. I purchased a unit from another company the same day. However less than a week later on April 7 the company has charged my credit card again for more than the original price I was quoted for the unit online. I tried calling customer service several times again and was told it was nothing they could do and to visit the local store. I went to the local store and as usual it was closed and the inside looks abandoned with trash everywhere.

• Initial Complaint

  03/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am a consumer I went to **** #OrderAndPurchasedACarIHadToPut$4000DownOnTheVehicleWhichTheyToldMeINeededToDoToTakeOutSomeInsuranceWhichTheInsuranceWas $3000WhichIHadno idea during the pandemic The car had some issues so I could not get any help from ***************** ****** nor can I use the insurance on the vehicle spoke to people there no one gave me answers. It's a ******* MKX I took it across the street from **** has told her during the pandemic I had to work so they wanted to keep my car for at least three weeks because it was a pandemic by that time my insurance had rand out and I could not use it. I was so disappointed because I spent all that money and could not use it. Spoke to people at ****** and they told me it was nothing that they could do. The ******* dealership also told me that they're sorry, but I don't have a list card for me to use so I never was able to use the insurance That was a blow to me losing $3000 and not being able to use it at all now I have issues with the vehicle based on the problems that **** has sent it out for brakes and the brakes are going out on the car again which they sent it out before I purchased it, and they also took the format that was originally in the car when I purchased the car nothing was done about it. They bought me some mats which was not the ones that were taken out of the car very disappointed.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This happened on March 3rd of 2023, this bussness claim that they tried contact me that my unit G33 was going to be in a auction on the 03/03/23, I have no eamils or either a phone call or letters, I asked them I've been a customer for 7 years and if they were going to do that at least could them send me a certified letter. I had all of my kids (5) child pictures and memories. Also I asked where is the manager that were always there for 7 years , and they could'nt tell me, they said that he was the one responsable for letting me know about this situation,The reason I got behind was because my wife was in and out of hospital and that my check from work didn't went thru my bank account, all I want is getting my staff even if I had to pay whatever needs to be pay Also I tried too many times call the corporate and no answer.Thank you *****************************

  Business response

  05/05/2023

  To whom it may concern,
  
  Regarding ID *********. ****************** had a unit at our Move IT Storage- San ****** location and signed a lease agreement to rent a storage back in 2016. This agreement is month to month with the rent being due on the 1st of each month. Customers that fall into default are made aware that they are past due via text message, email, and a direct phone call from staff.  Our records display that multiple collection attempts were made by the staff to avoid the foreclosure of the unit. Auctions do not take place in the first month of being in default, its over 60-day waiting period, as we try to give our customers the opportunity to clear their past due balance before items are sold in a public auction.
  It's unfortunate that this occurred to ****************** but foreclosing & auctioning units is part of our business to help recover past due rent.

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Move It Storage **** ************************** *********, ** ***** I was late paying my storage monthly rate and late fee of $102.00 for the month of December 2022. By 12/30, I received an email that my unit was in lien and I paid the $102.00 that day. It has been a rough couple of months trying to settle in a new state and work to pay for my unit. This month, January 2, 2023 they sent an email bill for my regular rate $77.00 and I called to inquire about the lien but have since got no response. I contacted them early this month about it and got no response. I recall they auction off people's belongings towards the end of the month if they haven't paid their bill by then but they are supposed to send an email notice and/or mail notice and I never received one. I contacted them this week about why my payment link account was disabled and it said that I have to talk with a storage manager...well I did... TWICE! NO RETURN CALL FROM THEM! I emailed corporate office in **, NO RESPONSE. I call the customer service and the phone shuts me off before a ringer comes on. None of the staff reach out to me to resolve my concerns. I am compelled to look into legal action since I am being ignored and possible criminal activity on their part regarding my belongings while I have relocated. If they want to continue to do business with me, they need to communicate. I demand to know what has happened to my storage unit and if my belongings are still in tact. I have instructed someone to check on my unit to verify if my unit is in good standing. They made me believe that everything is safe and alright but is not.

  Business response

  02/08/2023

  To Whom It May ******************* have spoken with the customer and informed her of the recent acquisition of this facility due by National Storage Affiliates. Move-It Storage did not inform us of this BBB case until recently at which I (as the Area Manager) was not made aware until 02.07.23.
  
  ************ now understands the delay in communication and understands the process going forward under new management. Her items were not auctioned off as she feared as we haven't completed any auctions since the acquisition date of 01.02.23. The property manager will be reaching out to her this week to confirm this.
  
  We appreciate those who have made ** aware of this customers needs and anticipate things to be resolved going forward. Thank you!
  
  ******************* Area Manager

  Customer response

  04/28/2023

  I am pleased with ****************** response and his capacity to follow-through with my complaint back in Jan. 2023 about my bill and account. 

  A new complaint is necessary and urgent now about this same problem. Recently, I reached out the past week about paying on my storage unit 102 at the ***************., *********, *********** location about March & April 2023 rent. Emailed them about being late for March's rent last month and they said that I have to pay both March's and April's rent together, as I had fallen behind. I understood and just two days ago contacted the ********* branch and spoke to ****** (On-site Mgr. that day, main manager was on vacation-possibly *******).  I overheard some guy in the background listening to our conversation and barked at her to tell me she will contact me back later. I NEVER GOT THE CALLBACK! Told ****** I live now in ****** and the time difference is two hours behind here and ahead there in ***********. She said she would call me back later in the afternoon sometime to handle my account. Tried to pay online and the message was "PAYMENT DECLINED, call customer support", which I did numerous times yesterday only to get the automated system and tried to pay but the system would not transmit the payment through. Called again and left a message with ***************. *********, ** branch about payment and called the customer support which I believe is in *****. No one is answering or picking up my phone call. I am waiting for a long, long, time but no one takes my call.  They've been sending notices and now my unit is in lien and they are threating an auction. I have done my part. They need to do theirs. Tired of this mess. 

*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. ↩