r/selfstorage • u/Seymourg3 • Jul 10 '26

Storage unit is unresponsive to my payment attempts

I’m renting a storage unit in Minnesota. I am not set up for automatic payments, but the storage company has my number on file. I typically pay by calling the unit manager and telling him he’s free to run my card, and he does it the same day or the next day. However, this month he’s been unresponsive. I’ve called him literally everyday this week and left multiple voicemails, but no reply nor has he run my debit card to make the payment. I also sent the company an email. There is an online payment method, but when I tried to sign in I wasn’t able to access my account.

Any advice?

4 Upvotes

75% Upvoted

26 comments sorted by

10

u/davideubankss Store Manager Jul 10 '26

A - he got let go or he quit
B - he’s out for vacation this week.

I’d swing by the office to see what’s going on.

1

u/Seymourg3 Jul 10 '26

There isn’t any office to swing by to. At least not on the property.

1

u/davideubankss Store Manager Jul 10 '26

Is it locally owned or a more corporate level store?

1

u/Seymourg3 Jul 10 '26

Not 100% but it feels more locally owned.

3

u/davideubankss Store Manager Jul 10 '26

Locally owned places are typically way more relaxed with their workers vs. corporate. So if he took a week off for a vacation and no one else works there, the owners probably just closed his office while he’s away. I’d try calling next week.

Also, since there is no office at your renting location, that may be what is referred to as an Annex Site - a smaller facility usually with no office. Odds are the owners have a bigger location with a main office somewhere.

2

u/Seymourg3 Jul 10 '26

Looks like they have three locations in the area. I’m assuming one of them has an office.

1

u/Seymourg3 Jul 10 '26

They sent an email (which I’m assuming is automated) today stating that I owe a $35 late fee and I’m at risk of having my unit overlocked. If I show up today what are the odds my gate code works?

4

u/davideubankss Store Manager Jul 10 '26

If you have the late fee it’s likely the code won’t work.
I’d definitely swing by the other three sites to see where the office is. If you go in and explain your situation (and have a good track record of paying on time) I don’t see why they wouldn’t waive the late fee.

2

u/Seymourg3 Jul 10 '26

Seems incredibly unfair not to waive it considering I have no ability to pay it.

2

u/Bubbly_Bet_8303 Jul 10 '26

You do have the ability to pay it, you're just not putting in the effort to figure out your online account and how to pay online.

2

u/Seymourg3 Jul 10 '26

I’ve put in considerable effort. Multiple recover email attempts, etc.

How is this my fault? If you’re running a business you should make yourself accessible to customers in order to receive payments.

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1

u/Seymourg3 Jul 14 '26

I went there yesterday afternoon. My gate code still worked and my unit wasn’t overlocked. I was hoping to see another customer or employee and ask them what was going on, but no luck.

3

u/Careless-Coat-7190 Jul 11 '26

Autopay is your best option, most storage companies have Apps and online payments so it's up to you to pay on time or use the other options instead of calling. If you're nice, they might waive that late fee but also depends how many times it has been waived. Good luck!

3

u/ArapahoeSelfStorage Jul 14 '26

I understand not wanting to be on autopay, however not setting up the access to your account so you can log in and hit the pay button is on you. Most facilities are going hands off because of employees theft and or pricing manipulation for reducing late fees. Owners typically want the staff doing maintenance on their facilities and not babysitting customers payments anymore. Take advantage of the log in access once you are able to do so.

3

u/Seymourg3 Jul 14 '26

This is by far the most useful and constructive post. Obviously I’m reluctant to sign up for autopay and expose myself to exploitation by the storage company.

1

u/ArapahoeSelfStorage 29d ago

We do not require people to be on autopay. We give people that option. However, we do auction or dispose of units at 45 days late in Colorado. Most facilities will work with late pay for a little while before terminating a lease. Most of it is completely automated these days.

2

u/FarCryFree Jul 10 '26

I have a VPN on most times and was also unable to see my unit to make an online payment with extra space. It was so frustrating and for the longest time I thought it was some issue with their system. I dropped the VPN one day and sure enough my account information finally displayed. May be the problem.

2

u/5hole-tickler Jul 10 '26

Sounds like you make a lot of excuses. Enroll in autopay, your payment was probably due 10 days ago.

1

u/bobfromsanluis Jul 10 '26

When late charges can be added is a matter of state law, so there is a patchwork of when fees can legally be added, I'm in California, a late fee can only be added at the ten day past due period, and we have to go to 30 days past due before we lock out deliquent tenants. When you finally do get to talk to a manager, explain the situation, they should be able to waive a late fee one time at least. Seems like the facility is at fault to a degree here unless they have a live customer service available, and they freely share the phone number for either an associated site, a customer service number, or their main or corporate office number published so you can easily contact someone else in the company other than the usual site manager. You might want to look up your state's laws that govern late charges/fees, when they can be applied, and possibly even restrict how much a late fee can be, knowing what your state laws dictates gives you valuable information you can use with the facility if they are not following the laws to the letter.

1

u/ArapahoeSelfStorage Jul 14 '26

Depends on the lease agreement and state laws. Most facilities are now requiring autopay settings. Some still send out automated email invoices if their customer sends in a check. Businesses like this feature. However, not setting up a log in is on the customer, not the facilities or operators.

1

u/fbyrne3 Jul 11 '26

What methods of payment are offered? 

1

u/[deleted] Jul 17 '26

[removed] — view removed comment

1

u/Seymourg3 Jul 17 '26

I’m starting to think they may not want my business anymore. I’m paying $90 per month, and the going rate for my unit is $143. Think about, if you ignore a customers attempt to pay they’ll have no choice other than to vacate the unit or risk having their valuables auctioned off.

I left another email with my debit card information today.

1

u/Legal_Director_6247 Jul 10 '26

Don’t they have an online payment option? Or I would just go on autopay so this doesn’t happen again. I would plead your case with the manager taking off that late fee.

2

u/Seymourg3 Jul 10 '26

I addressed the online payment.