Apple
When can we as an agent process a refund?
If a customer is asking to void a rental that's done one the same calendar date.
How long would it take for the refund to reflect? (same day void)
48 hours
If the rental was made on another day, can we still process a refund?
Given that the customer never used the storage.
Yes, as long as the rental is within 3 days
How can we process the rental cancellation if it's not within the same calendar date?
Reach out to an EA to process the refund.
How long would it take for refund to the cusotmer's account if it was cancelled after the same calendar date?
up to 10 days.
How long do we allow customers to switch units from one to another?
48 hours.
How would the PM confirm if the customer is already done moving from one unit to another?
The previous unit must be left empty and without a lock.
What would happen to the excess amount on the account if the customer is moving to a cheaper unit?
It will be carried over to the next unit and will be applied on the next bill.
If we process a transfer from a cheaper unit to a more expensive unit, when does the customer need to pay?
Right as we process the unit transfer.
What do we do when a customer is complaining about a rate increase?
We offer a one-time courtesy credit for the difference in price.
What if the customer declined the one-time credit offer?
We need to reach out to an EA to seek better options.
If a customer wants to get the same price as what's showing on the website, is it gonna be possible?
No. We do not price match.
How many time will a customer get a rate increase?
How much notice is required if a customer is planning to move out?
7 day notice.
If a unit has a lock and the customer cannot proceed with their move in, is there a way for us to assist?
Yes. We would need to look for another unit and process a unit transfer.
If a customer moves out in the middle of their billing cycle, would they be eligible for a refund?
No. We do not prorate.
When's the last day the customer can move out without paying for the next month's bill?
Until the paid through date.
If they move out on their billing date, would they have to pay for the bill that just generated?
Yes. We're on a month to month basis and they need to be out of the unit before the bill generates on the system.
How can the customer speed up the process of closing the account?
Take a photo of the unit to show the unit empty. The photo has to include the unit number.
What do we need to deactivate after setting the scheduled move out?
Autopay
How often can we waive a late fee?
Once per 12 rolling months.
What needs to be confirmed before doing a late fee waive?
You need to confirm that the customer is paying the bill over the phone.
How long would it take for the PM to remove the overlock?
48 hours.
How long would it take for the gate code to be reactivated after a payment is made?
What fee cannot be waived on a delinquent account?
Auction fees.