I have a storage locker at the facility in Elk Grove/South Sacramento area and; due to an unplanned loss of income based on an extended hospital stay, I was unable to pay for my MAY 2012 rent until today (I had a change in income source and was finally able to pay this charge today and expect to pay my June charge next week). I called the facility after making the payment online and was told that when I bring my account current, I would need to purchase a NEW LOCK. I questioned why it was done and it was based on the fact that I was 30 days past due. Remember I was IN THE HOSPITAL myself and also had another family member in a different medical crisis and was unable to make contact to inform the manager of the issue until today. I understand that I was late and out of contact; however this response was overkill. The postcard I received alerting me to the payment not received only states that my access will be denied until the account was brought current; NOT having the lock cut.
There are 2 things I would like to see based on this:
1) credit my account for your charge for a lock. When I bring my account current, I will bring another lock that meets your requirements.
2) change how you deny access by making access codes inactive in the future and add a 2nd lock to the locker until accounts are paid. DO NOT cut the lock until the day of the auction.
Also, when customers use the email function to contact the corporate office through your contact us feature on your webside and requests replies by email only (which I did), respect that request and respond within 24 hours in the manner requested, whether it be by phone or email. When I used this feature and requested replies via email; it was because of my work and my work schedule. I cannot accept calls while at work and when I can accept calls, your call centers and local facilities are closed, so leaving a message and having me return it is not practical.
You may contact me via email to get the account number/location of the storage account; or look my email address up in your system. I expect to see a credit to my account before the end of next week.
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lol too funny storage lockers have it in the contract so you should have had some other family member to speak for you... you lucky it was only a cut lock because they could auctioned your belongings then you'd be able to speak then lol
lol too funny storage lockers have it in the contract so you should have had some other family member to speak for you... you lucky it was only a cut lock because they could auctioned your belongings then you'd be able to speak then lol
"I was unable to speak so I was able to send an email to the corporate
office...."
Maybe it's me but those seem like completely opposite statements. I mean I've never been able to write emails while unconscious so... if I'm conscious enough to write an email then I'm conscious enough to ask someone (even pen and paper) to call for me too if I can't use my mouth.
I agree with you 100%. They should not have cut your lock off until they were going to clean out or auction your unit. Disabling the access code and double locking are equally as effective, and don't require you to purchase a new lock. Double locking has the same effect as cutting your lock and putting theirs on.
Also, I agree with your complaint about them not getting back to you. You made a good faith effort to contact them using the method you had available to you, however they did not respond.
How else did you think they were going to cut off your access to the locker? This is how storage units work, you pay for the unit and put your lock on it. If you stop paying, the storage unit places their lock on it and eventually sells the contents when nobody pays after a certain amount of time has passed. In the hospital or not, you signed on for the responsibility of keeping up the payments on this unit when you rented it. From the sounds of it you didn't even call them to let them know you were going to be late, what else did you expect them to do?
They can't make exceptions depending on the excuse. Otherwise EVERYONE would be making excuses to get out of paying. Like they could legally confirm you were in the hospital anyways?
This is on you. You even said you understand you were late and out of contact. What else were they supposed to do? Just let you rent it for free?
An "unplanned loss of income based on an extended hospital stay" is no reason for you not to have called them. You weren't in a coma.
How were they supposed to know you were in the hospital? I've been in the hospital more times than I can count. I've always called if I had a bill due and made arrangements with my creditor. Most are happy to work with you. I do realize you have other things on your mind at that time but I did always try to keep up on day to day things, it was kind of my way of staying sane.
Nope. You could have contacted them, or someone else could have contacted them. How were they to know you were incapacitated? You knew the consequences of not paying. It's not very fair to blamethem when this is all on you.
SHARED LETTERS 
You cut my lock off without contacting me when there were other alternatives.
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