In December 2021, I contacted the office at brandentonlena@storesmart.org to let them know that was our last month. And, to let us know if there were any questions, comments, etc. The team never got back to us to let us know of a) any move-out forms or b) any issues with the unit. I used that method (i.e. email) to communicate because that is the email the online customer portal and all documentation pertaining to my lease list as the email contact information and how to get ahold of the office.
We were on autopay and our card continued to be charged until May, which yes we should have realized we were still being charged, but human beings after moving sometimes miss some things. Which is why, in my termination of lease notice, I asked to be contacted with any questions, concerns or otherwise and provided my phone #. In May, our credit card was replaced and the one on file no longer worked.
I started receiving alerts that my account was past due towards the end of May. I promptly replied saying we canceled in December and forwarding my notice back to the primary email listed in the online portal. I kept sending emails and getting no response. My account was continued to be charged during this time, plus late fees and eventually foreclosure fees. Eventually, in June, I spoke with someone who told me that a) they never received my email, which then they looked and found it and b) it didn't count because there was a lock on my unit. I do not not have the lock or key anymore. Because it has been 7 months since we vacated the unit. At this point, I told them to go ahead and cut the lock. Neither that or a termination of lease was applied to my account despite repeated communication and now speaking with someone on the phone. No additional information or forms were ever provided to me by Midgard to finalize termination or authorize a lock cutting. They just kept charging me.
Again, no one reached out to me in December saying I needed to do anything further about my vacate notice. And, no one informed me of any issue with the unit at that time.
The Midgard team abused access to my private credit card information on file and charged me an additional $800 via autopay. Even worse, in the 3 months since that card expired, my account has continued to be charged while the team has delayed response to my pleas over email and phone that I've canceled my lease months ago and have not provided any way of remediating the situation (e.g. send me an official termination of lease form immediately and cut then cut the lock off...and if that requires a form, send it to me) except for me paying them what is now an additional $1200 as they run the clock.
I work hard for my money and try to do the right thing. I expect good businesses to do the same. This experience is outrageous. Worst customer service I've ever seen and an unprofessional staff who can't problem solve or follow their own guidelines in their contracts.
I've now been told I'm officially in foreclosure and they are going to "sell" my empty unit.
DO NOT RENT STORAGE SPACE FROM MIDGARD SELF STORAGE. DO NOT TRUST THEM. read more
