We had a unit flood after the last real rain storm. There was about 2 inches of water on the floor, and it was coming from some point on the wall (an outside wall), and still running down.

We immediately moved the customer to a different unit. My husband had offered to help the customer move, but she felt more at ease with her own guys moving her. She ended up paying $60 to her guys.

My RM is saying that it was the customer's choice whether she wanted to move to a new unit, and that my husband could've shop-vacc'ed her unit for her instead. She is essentially refusing to credit my long-term customer's account $60 on a $228 dollar unit.

What would you do? Any suggestions?

Thanks for letting me vent....Oy Vey....

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Never put limits on yourself!

Shannon

Your "Relief Manager" is refusing to credit your long term tenant? I assume that you are either the manager or owner of the facility? I am also assuming that RM means relief manager. A lot of assumptions here. If indeed you are talking about a relief manager refusing to do anything that is legitimate, especially something that will keep you on good terms with a long term tenant then why are they still your relief manager?

RM = Regional Manager...

__________________
Never put limits on yourself!

Shannon

I would ask the Regional Manager what his/her criteria are in regards to customer service, then you'll know in the future whether you can expect in regards to support or not based on decisions you make as the person on the front lines.

We would have done the same thing, move them out and offer to pay for the relocation within the property. I can state this emphatically as we had to do it once when a relief put someone into a newly epoxied and not dry unit. The boxes were sticking to the floor, and what a pain it was to re-finish that floor, but the customer was thrilled with the immediate action we took, that we admitted our mistake and the level of customer service we provided.

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Gina 6k
CochraneStorage dot com
Morgan Hill, California
You only live once, but if you do it right, once is enough!

I'd have paid the $60 in a heartbeat against a $228 unit with a long term customer. Probably given her a free month. Especially if you needed her out to fix the outside wall.

It's the RM's call though. But once you know about the leak I beleive you're liable so getting her moved is important.

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Peter
http://www.garnerustoreit.com

We just had the same thing happen. Thank goodness my district manager says whatever you decide is fine. I still ran it past him....gave them month of October free, and will take $25 off the next 2 month's rent. They had a couch ruined (moldy) and an ottoman soaking wet after a heavy rain. This was one of the newer units built on site a little over a year ago. They had been in it over a year with no problems. One dissatisfied tenant can ruin your business---if you have good customer service you may tell one person---but poor service & you tell many people!!! (Pat)