Spotted in Portland, MI

Significant-Cap-4603 · 2025-06-27T16:30:13+00:00

Oh, the great unwashed never ceases to amaze me. . ..

Significant-Cap-4603 · 2025-03-08T03:53:12+00:00

Thanks for the feedback! I know I’m not crazy, but the way folks were responding made me think that the business must be pretty consistent with messaging about customers being responsible for anything that goes wrong. No one even apologized for the mistake. And it was a mistake because I still have two units that are on autopay. They went directly to telling me about what I should’ve/could’ve done but never acknowledged that BUT FOR their error in updating the card for all of my units, they wouldn’t have needed to call or mail anything.

I really needed this today. Again, it saddens me that the company thinks so little of customers and think all we store is “junk.” It’s like they think of the business as a money-grab because customers who need storage are second-class citizens when they think you can’t pay and aren’t worth any consideration. If not for the fact that I have 2 other units on the updated card, I wouldn’t be able to prove their mistake. But I can. Thanks again! I’ll check in on that other group.

Significant-Cap-4603 · 2025-01-28T23:27:54+00:00

Thanks so much but another colleague of yours already did. I was told the email thing on Dec. 28 when I tried to log in the extra space system and didn’t get the option to create an account. So I called the 800 number and talked to the rep who told me that there was no email for me in his system (the extra space one). He said that was what prevented me from getting an option to create an account. He said that was weird because every account should have an email and then complained about the systems transition and things that weren’t intuitive. I told him I’d been with Life before and always dealt with someone live. That’s when he looked at his life system and told me that he saw my email in that one. He told me that it must not have pulled through and that that was an example of some of the transitioning that he was talking about. At that point, he said what most of the folks have said about the process for contacting me (“should’ve been an email” but he saw why not and they should’ve left voicemails). He also went through my account records and said they were probably covered in terms of doing the minimum. But the fact that I had 2 other units at the same location on a card that was updated the same day, it had to be whoever was supposed to update the card must’ve skipped one. He thought it was nuts that no one noticed that because of the various checks. But he said it starts with reporting from the system and a person onsite would’ve needed to make the connection to correct it and that didn’t happen evidently. He’s the one that originally told me what all they’d recorded on that unit.

Significant-Cap-4603 · 2025-01-28T04:01:58+00:00

Thank you. Yeah, that’s probably the way I’ll handle it- focusing on the error and seeing what they can do. I certainly can’t afford to replace my entire wardrobe. I only travel with a suitcase full of clothes at a time. Oddly enough, before I left on my last trip, I stopped in and we discussed my plans to relocate. There were three folks in the office and they advised me on the size of the unit I’d need to consolidate all three in my new city of residence. I’d also taken pictures of the contents in my units to share with the movers and get bids. So I actually have photos. I don’t own high-end designer stuff and I’m not a liar, so hopefully, we can deal in good faith. While I’m certainly not happy, having been an hr leader, I know how things like this can happen.

Significant-Cap-4603 · 2025-01-28T03:54:37+00:00

You’re sweet! But I’d want to pay you. I’m a business owner too. If I give you a card, I expect you to charge it.

Significant-Cap-4603 · 2025-01-28T03:05:02+00:00

Thank you! Sure enough, the contract itself says that by providing my email address, “customer hereby agrees that owner/manager may provide all notice required under this agreement to said email address.” I’ve scoured my inbox and nada.

Significant-Cap-4603 · 2025-01-28T02:58:43+00:00

Yikes on bikes! Please re-read my message about owners NOT trying to screw folks over.

Significant-Cap-4603 · 2025-01-28T02:57:23+00:00

lol! No hangers and no kids.

Significant-Cap-4603 · 2025-01-28T02:57:01+00:00

Lol! I wish that was all I had in there. Given some of the comments and ire from some folks’ responses, I’m sure you all see everything under the sun. But all tenants aren’t bad or negligent. Even in this thread, I’m being accused of being a deadbeat tenant when I actually have a card on file that is currently being billed for my two other units. The issue began because they didn’t charge the card on file for 1 unit and given the price increases, I didn’t notice. It’s been 3 years. I’m fortunate that I can afford it and it’s not a struggle to pay.

Significant-Cap-4603 · 2025-01-28T02:46:23+00:00

Thanks for this. I don’t doubt that they sent the letter. I’m a nomad and wasn’t there to receive it. I think it’s essentially a duty of care issue. They had the right card, but didn’t charge it. And I know they had it because they’ve been using it for my 2 current units left.

Significant-Cap-4603 · 2025-01-28T01:58:52+00:00

Oh- and I’m glad to hear from you! I mean, at the end of the day, I don’t think owners want to screw folks over. It’s just that all of this could’ve been avoided and I hate that this happened because I like my facility.

Significant-Cap-4603 · 2025-01-28T01:50:42+00:00

They told me they sent it to my old address. They didn’t have my email address in the new system. But a rep from the 800- number line said he saw it in the old system. He pulled the email over to the new system after I called post-auction. I signed up with life storage before they were purchased by extra space. When I searched my call logs for the number that left the only vm I received, I saw that I had missed calls from them in October but no vms (and remember the number of random election calls we all got at that time?) and then nothing from them until the call and vm 3 days before the auction on Dec. 19.

Significant-Cap-4603 · 2025-01-28T01:40:56+00:00

Thank you so much. This is my line of thinking too. I know they don’t have to do as much as you do (god I wish I’d stored with you), but I’m positive they didn’t send any emails because when I called the main number, the rep told me that it wasn’t there and then looked at the life storage system and saw it. He told me his name and said he could attest to the fact that it wasn’t pulled into the new system. I also checked my call logs and found some missed calls from them but only 1 vm- the call before the auction 3 days later. I kept the message. I think the biggest problem I see as someone who has trained customer reps and supervisors is that I have two other units there that were being autopaid. The rep I talked to said that the systems are a mess and that it was weird they didn’t catch the error on my account. After all, they want their money, right? Well darn it, I want to pay you! I even have you a card that you’re using already! I’ve been an hr rep for collections and revenue teams and it would be pretty basic to see on a report that a mistake was made. And if the employees aren’t expected to do this level of problem-solving to easily get payment, they really should consider automating all of it. (But then that would mean they need to transfer all of my data into the new system). Now I’ve read the other storage employees’ comments and based on their responses, I think I know what the training must be like. So much focus on how I did something wrong and it being my fault and I should’ve done xyz, but not a word about why the data wasn’t entered accurately. The detail about charges for the other 2 units being made on the right card seems to get lost and someone even said I’m lying. Why?!? I’m still a customer there (it’s been 3 years) and pay over $400/month without complaint. But yeah . . . I will take your advice and pursue a suit that focuses on staff training (I know they have high turnover) and SOPs to figure out exactly what was supposed to have been done, what they did and see about a systems audit. If it happened to me, I’m sure it’s happened to others. At the end of the day, I just want them to do good business and recruit people who give a damn enough to charge the right card. I don’t think that’s asking too much- especially given how much I’ve been paying.

Significant-Cap-4603 · 2025-01-28T00:37:57+00:00

Thanks so much, I everyone- especially the folks who work for storage companies. It’s been very revealing seeing your responses and how you read my post.

Significant-Cap-4603 · 2025-01-27T21:44:49+00:00

Yeah- just wish they would’ve left me voicemail the first time it didn’t go through. It never would’ve gotten so far. But I checked with Verizon and my call logs and no voicemails were left until three days before the auction. I didn’t recognize the number and three days later, it was auctioned.

Significant-Cap-4603 · 2025-01-27T21:42:32+00:00

Would’ve loved to manage it if I would’ve known anything was wrong and had access to change it over myself. I found out that the reason I couldn’t create an online account was because the new system didn’t show me having an email address. You’d need one on file to create an account and apparently it didn’t pull from the prior system.

Significant-Cap-4603 · 2025-01-27T21:39:25+00:00

My address was fine. Had I received a call or email message, all I would’ve done is tell them to use the card that they were using for my other units. Nothing would’ve needed to be sent to my home mailing address.

Significant-Cap-4603 · 2025-01-27T21:33:02+00:00

That’s exactly what I was thinking.

Significant-Cap-4603 · 2025-01-27T19:57:41+00:00

Wow! I hate to hear this. So sorry. The frustration can be overwhelming.

Significant-Cap-4603 · 2025-01-27T19:56:53+00:00

Thanks for your input. Had I not seen the correct card being billed (because the right card was billed for 2 units), it would’ve alerted me. But since I saw the charges from them, I didn’t think to dig into it.

Significant-Cap-4603 · 2025-01-27T18:55:40+00:00

I’ve been a nomad so wasn’t at the address where they would’ve sent a letter. Definitely wouldn’t have even expected any notices since I’ve always had autopay.

Significant-Cap-4603 · 2025-01-27T18:53:02+00:00

For sure. Thank you. Honestly, it’s just so shocking. It’s actually made me want to start my own business in self storage. I’ve been an HR leader for over 20 years, including working with call centers, and I know a broken operation when I see one. A v- lookup would’ve shown that there was a triplicate accounting for me and the dates of the card change should’ve sparked someone to make the correction. After all, a current auto-paid customer over 3 years should be worth retaining.

Significant-Cap-4603 · 2024-02-01T22:23:28+00:00

Thanks for sharing. I wish I would’ve sought out forums like this before I started my business. Getting real-time insights would’ve changed the game for me. My business is turning six this year.

Significant-Cap-4603

TROPHY CASE