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To whom it may concern:
10/13/21 Time: 4:58Pm call lasted 5 minutes!
Lubi called me to remind me about the balance owed on my account. ever since the first increase of the storage unit, I've been trying for HRA to make the adjustment necessary to cover the entire storage cost.
but this have shown to be more difficult that it sound, so for the most part management at safeguard has been helping me out because they are aware of the situation.
HRA said I need some information from the storage that I can show for them to make the change, but every receipt, can prove of invoice haven't been sufficient up to this point.
As a result Lubi now initially not been aware of the situation called to remind me of this balance I tried to explain to her that about it long story short she mentioned to me that I need a latter and something else that I need to provide to HRA for them to make this adjustment, it seem like she knew what she was saying so I said to her maybe that it. maybe that what I need is there a way you can send me that information, I ask her. she said no. you will have to come in to the storage to pick that information up.
I didn't understand, because with my busy schedule it would really be inconvenience for me to take an entire day off to go do that. I told her I wasn't even in the state. she said it doesn't matter. at this point I realize it was nothing I could do for her to just send an email. after I ask her why? she said because this way I can give it to you in your hand and you won't be able to say I didn't give it to you.
once I heard this, I taught to myself this is evil. you telling me you would make me go way out my way just so you can say you gave this to me in my hand. incredible, I taught to myself. I mentioned but even if I you hand it to me in my hand, that doesn't assure that later I couldn't say the same thing. not that I would be I'm trying to understand her point. and it didn't make sense at this point I know it was going to be hard. but she was getting frustrated and said she had few customers in front of her that she will have to get back to. and I hand up.
Next day 10/14/21. Time: 2:10pm Final call, lasted 7 Minutes 18 secs
I call today hoping that it was someone else, when Lubi pick up her voice sounded familiar so I ask for her name and said I wasn't sure if she was the same person I spoke to yesterday.
ALL I CALLED FOR IS FOR HER TO HOPEFULLY SEND ME THE INFORMATION SHE MENTIONED I NEED YESTERDAY SO I CAN FINALLY MAKE THIS CHANGE I'VE BEEN FIGHT WITH HRA TO HELP ME UPDATE.
She ask me for my name and once I said Noah she said oh yeah you was the one who hang up on me. I said I'm surprised you would jump to say that as oppose to saying I lost signal, or maybe I was driving before I could finish she said sure if you say so but we both know the true. so I answer and said I actually I taught only me know the true unless you are going to assume I did which is fine if you did. this back and fort banter she eventually describe as me been combative. long story shorter, she eventually told me that she is trying to help me and she don't understand why I'm been so combative. and that if I wanted I can talk to someone else. and she hang up, I taught she meant talk to someone else at the storage so I called back, and back and back for a total of 22 time before she pick up back to back to back, at this point I knew I was going to be writing this grievance. after she pick up the second time today I ask if I could talk to anyone there because I didn't want to deal with her any longer. and she said I can't talk to anyone because she is the manager. I told her I'm pretty sure that there is someone above her. she said she will tell that person to contact me. I refuse to take that answer. so I insisted and told her in the end if she was having a bad day or if she didn't like her job that she could stay home or look another job because it is her responsibility to provide adequate customer service. not exceptional, just adequate, like a professional. I'm sorry but this behavior may reflects poorly on the company as it entirety. maybe her attitude come from the fact that she know that I'm receiving assistance from HRA so I'm not a regular paying customer. I'm not sure, but who ever is reading should take the time to listen to those recording this is why I time stamp it, to make it easy to find.
I am going to want to follow up on what happens with this because behavior like this is unacceptable and won't be tolerated whatsoever.
so if I have to write a review about my experience here at safeguard I can do that as well. but first I will wait to see what's the result of this discrepancy.
by the way I still didn't received any help for what I initially called for, something as simple as emailing me the latter and paper work necessary to update my bill. instead I'm here taking more time off what is important to me to do this, it is really counterproductive to what I'm doing.
but I think is necessary for the next person who can encounter Lubi they don't deserve it. and most people won't take the time to do this, so when things like this happen I make it my business to make sure everyone before me, myself and everyone after voice is heard when is come to dealing with someone who Call themself manager at a company like safeguardstorage.
please following with by contacting me via email: [protected]@gmail.com
or for more information about this complain call [protected]
Noah Quiroz
thank you
