ComplaintsforCentral Self Storage

• Initial Complaint

  12/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I rented 2 storage units in this facility back in June. They advertise surveillance cameras, heavy duty fence, electronic gate controls, security lighting on October 9th we got an email saying my unit I18 was without a padlock and we should provide another one in a few days or the facility would provide one and charge us for it. Both of my units had padlocks, it was just cut open by someone other than me. So We went to check what happened the same morning we got the email. At first look we didnt notice anything missing but later that day we realized our electric scooter, 2 TVs and a sleeping bag were missing. So we filed a claim with the insurance we have through them (******). They refuse to provide the insurance with the security footage and told the insurance there was NO forced entry in my unit and with that the insurance denied the claim. Last Wednesday the 29th I went to the facility and realized my unit i18 doesnt need to unlock the padlock to open, it just need to pull the lock and it opens. I have tried many time to speak to the manager and asked to see the security footage and the two guys that works there wouldnt show me the footage or give me the managers contact. My property was stolen under their responsibility and they dont want to provide the insurance the necessary documentation they need so my claim is approved. The claim is $520 and they need to provide the necessary documentation to the insurance or pay me the claim value with a written apology for trying to cover up who broke into my unit and took my property.

  Business response

  01/09/2024

  I have reviewed the files and even though there is no hard evidence that these items were stolen from this tenants unit we wish to resolve this claim peacefully. We were in transition with the current manager and this tenant did not get the proper customer service we expect of our managers. I have spoken with our tenant insurance company who originally denied the claim and have authorized them to pay this claim.  

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, they didnt find evidences because they didnt want to look for it but since they paid the claim this resolution is satisfactory to me.
  
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