ComplaintsforDerrel’s Mini Storage

• Initial Complaint

  05/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  Dear Better Business Bureau:I am writing to file a complaint regarding my experience with ******'s Mini Storage on Spruce. I rented a temperature-controlled unit for 10 months, paying $173 per month, amounting to $1,735 at the time I decided to move out. Despite contracting for a secure unit with lighting, there was no light throughout my rental period. After multiple unsuccessful attempts to resolve the issue, I had no choice but to relocate.Shortly thereafter, I discovered that my storage unit had been flooded, resulting in the destruction of all my furniture valued at over $7,000.00. This was particularly frustrating because staff had assured me that my unit was "bone dry," which turned out to be a blatant lie. The site manager, *****, was dismissive and rude, and the area manager, ***** *******, never returned my calls. ******** care is evidently not a priority for this company.This misrepresentation, lack of accountability, and negligence reflect an alarming disregard for customer trust and well-being. I request that the Better Business Bureau take appropriate action to hold ******'s Mini Storage accountable for their failure to provide the services promised and the resulting damage to my property.Thank you kindly. Sincerely, *************************************

  Business response

  05/13/2024

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at **************.

  Customer response

  05/17/2024

   I am rejecting this response because:
  I have called the manager ***************** twice before I filed the complaint. And I called and left a message for *************************** and he did not return my call.  
  
  

  Business response

  05/20/2024

  The supervisor has attempted to call the phone number you provided.  Please contact our corporate office at **************.

  Customer response

  05/22/2024

   I am rejecting this response because: I do not feel they are interested in resolving the dispute with any priority. Ive called several times and left messages. Ive received 1 call and 1 message. They are wasting my time. I do not wish to discuss this with them. 
  
  
  

  Business response

  05/28/2024

  The supervisor has emailed the customer.  The supervisor has also set up an appointment for the customer to call him today between 9 am and 9:30 am on 5/28/2024.  The customer has not called the supervisor back. 
  
   
  
  Thank you,
  
   
  
  *****************************
  
  Marketing Coordinator at Derrels Mini Storage, ****

  Customer response

  05/28/2024

  I am writing to formally reject the response I received from the company via email, as it contained information that was both false and offensive. This is the second time I have been provided information that was completely false from their leadership team. It has become evident that the company and its representatives are not committed to negotiating in good faith. As a result, I cannot trust the accuracy of their statements.

  I appreciate the assistance provided by the BBB thus far. However, given the circumstances, I believe it is in my best interest to pursue legal action to address this matter.
  Thank you for your understanding and support.
  
  

  
  

• Initial Complaint

  12/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My mother has a unit at Derrells and lives in ******. She is currently having mental health issues and I am the power of attorney for her although I live in ******. I went to access her storage unit ( Im on file) to remove a tv I had recently placed in there temporarily while I try to sell it and they informed me that my mother had not paid her bill and was late and that could not access the unit. I understand their policys about this sort of thing but this is an extraordinary circumstance. My mother cant contact me right now since shes currently in inpatient care and because of that I had no idea she had not paid her bill. All I needed was to get my tv I had placed in the unit so as to sell it. They wouldnt budge a bit. No help. No understanding whatsoever. My family has had units here for 30 plus years and I cant even get them to work with me at all. It put me in a tough bind of having to pay this bill of $130 with money I dont have so I could sell an old tv for $40. It outrageous. There has to be a way to work with people when circumstances *********** and white. My dad has paid approximately $700-$750 a year to this business for 30 which comes to $21,000-$22500. Does that not mean anything to this business?

  Business response

  12/12/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

  Customer response

  12/14/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I used to the storage facility because I was moving out of state, I stored everything you own inside that storage. My storage is now infested with rats and they are eating away at all my belongs, All my furniture, my mattress, my totes that had my clothes in there. I contacted the district manager trying to come up with a resolution since my own insurance doesnt coverage the damage because its preventable, and he was completely ruined and wasnt wanting to help in anyway. All he said was I stored things at my own risk. I trusted this facility with all my belongs because they said it was a shipping container and no rodents would be able to get in because its completely sealed. And now everything I own is damaged, over ****** in damages. Im at a complete lost, and have no idea how Im going to be able to salvage any of my belongs.

  Business response

  11/13/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

  Business response

  11/13/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 30 I got a phone call from the derrels Mimi storage in Visalia ca employee saying my lock was missing so I headed over there to see what was going on and my storage was broken into. So I made a police report but nothing was done after that for some reason they said we can’t see the footage and they are not willing to help with nothing eles this place sucks can someone please help out with this situation they took a lot of things that were important to me and my family

  Business response

  07/20/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at *************

• Initial Complaint

  06/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Broke Into My Storage

  Business response

  06/06/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My son rented a storage unit on 8/19/2018. I am secondary on the unit. On May 12th, 2023, I was speaking with my son about what was in the unit, he said he had forgot to pay it. I called ******** and spoke with a man in the office, he assured me the unit had not been touched. he had me hold 3 times while he checked. The man said my son just needed to bring the unit current. The next day he went into pay the 243.00, The woman in the office said the unit had been auctioned. I called the corporate office, they transferred me to the area manager for that storage, I believe she said his name was ****, I left a message and still have not received a return call. Had he returned my call the situation may have been rectified considering the person I spoke with at the storage facility assured me everything was still in the unit. And it was an illegal sale. There were items in the unit that cannot be replaced. This was an illegal auction of our irreplaceable items. There were no letters, I go through the mail at my sons house every week or two (this how I know to remind him to pay the storage) There was no certified letter. There were no e-mails. There were no phone calls. There was no attempt to contact me, being secondary on the unit. In three months Derrel's made no attempt to contact anyone regarding the unit being late. I believe they saw what was in the unit when they removed the lock and deliberately failed to try to contact myself or my son. Years of baseball cards, new items and personal items.

  Business response

  06/01/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

  Customer response

  06/01/2023

   I am rejecting this response because:
  The response is a automated response.

  Not an actual person.

  I have already called this number left a message and have not received a return call.

  Also, when I spoke to the woman in the office after she told my son our belongings were auctioned, I asked if they had sent a certified letter, she said yes but also said she had no receipt to prove one had been mailed 

  I left a message over two weeks ago, and still no return call.

  
  

  Business response

  06/01/2023

  The auction supervisor will be contacting you by the phone number you provided.  

  Customer response

  06/06/2023

   I am rejecting this response because:
  
  Spoke with Ryan on June 2nd.

  Still waiting on his return call.

  Business response

  06/07/2023

  The auction supervisor is still investigating the issue and will contact you by the phone number you provided soon.  You may contact our corporate office at 559.224.9900.

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I would like them to at least let me see the footage of the camera to see who took my things or at least take time to even look themselves they're saying I need a specific date that whole storage was full of memorabilia things of my family and my father that passed and my mother that's going to be passing soon things have been in my family forever and they didn't even take the time to even look at their footage in the camera to see who took my things

  Business response

  04/24/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at 559.224.9900.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Monday March 7th my belongs were auctioned off with out notice. On Wednesday afternoon I attempted to get the status and pay the past due amount to discover that my belongs and been sold. I was inform a week prior that I had time to catch up on my pass due amount because the auction was not scheduled until the middle of March. The unit contained all of my belongs including, all my clothes, shoes, personal hygiene products, bedroom furniture, household goods, all of my deceased Mothers belongs that I was trying to hold too, her ern and pictures, family bible and other personal documents. The Manager stated that she contacted me on the day of the auction. I ask for the information on file and never received it. I was told that there was nothing they could do and it was against the law to share the buys information. I politely asked if there as a way to pass my information to the buys and I would buys some of my things back. I explained as I had done previous that I am homeless and had to put everything I own in storage until I could secure a home. I was told on several occasions that they would work with me now I am left with nothing and no recourse.

  Business response

  03/24/2023

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ************.

  Customer response

  03/26/2023

   I am rejecting this response because:
  I am rejecting the response because I called and spoke with Darlene on several occasions, she told me NOT TO WORRY I had plenty of time to bring my account current and if any thing were to change I would be notified. THAT DID NOT HAPPEN on the day I came in to check and pay on my unit I found out then that it has been sold. I did not give permission, I did not release it. If I had known that was going on or that it was on any list I would have been there to make sure I did not loose not only my things but all of the thing is had left of my deceased mother.  There was over 13,000. dollars of valuable in the storage. At the time I came into the office the General Manager told me that they had not taken everything but she could not approach the buyer. I asked it would be possible to see if they would be willing to sell me some of  my things back, but there was no consideration of my request. I feel that due to the mistake that was made that the company would attempt to advocate on my behalf after being told that I had time. Now that time as passed I feel that I am due some type of compensation for my lost as I stated that the value of the storage was over 10,000.00. 

  
  

  Approximately 60 women dressy and business suites, over 60 pairs of women shoes, hats, jewelry, my mother wedding set of 46 years, a gold and diamond men's captain's helmet ring of my father, 4 TV's one 55 inch still in the box never opened I still have the receipt for it, and that is just to name a few of the items that were sold. Tubs of tops, PJ's, under garments, personal hygiene supplies, tools, decorating supplies for my event planning projects and MOST IMPORTANTLY pictures of family and childhood, my mother heart urn and yellow rose urn, family bible, a part of her casket with praying hands engraved on it. Not to mention the furniture that some of which was my grandmothers. 

  
  

  Everything that would assist in reestablishing myself is now gone with out a second thought. I was not notified nor was my secondary contact person. I feel that this was maliciously done and needs to be resolved with some type of compensation.

  
  

  
  

  
  

  Business response

  03/27/2023

  A group manager from our corporate office will call Antoinette Wilson today to discuss her complaint.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My problem is this I been a loyal customer with derrels for many years and now to see some of my valuables missing or swapped out to make it look presentable. Or not missing....today 11-29-22 I closed out my storage in which I had rented for years(#1533) To get home and see that my family's heirlooms are missing antique and very old materials that is now missing out of my storage not just one item several items that most people care not to second guess about but unfortunately I DO..especially when it's family and generational items that are missing....I'm so discouraged about your company in which most of your employees are retirees ? That are still living the criminal lifestyle come on derrels give me break here secured my ##s oh and let's not forget about the people who accept your monthly payments and tell you your property is secured !! But is it secured and safe from the actual employees(retirees) that work in most of your mini storages ....and I. Pretty sure I'm won't be the last or the first to rent a space from DERRELS MINI STORAGE and get robbed from the inside storage facility I don't think so..more like a vintage theft store for and against the many AMERICANS who rent from you on a daily and monthly basis ?? to not knowing

  Business response

  11/30/2022

  Thank you for your feedback and for bringing this matter to our attention.  I am sorry to hear that you did not have a positive experience.  We would like the opportunity to investigate your feedback further.  Please contact our corporate office at ###-###-####.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The current construction project at this facility has caused me limited to no access to my unit over the past year+ on many occasions. In addition the amount of dust that has built up in my unit is a direct cause of the ongoing construction. I have been forced to pay for a monthly car wash program because every time I leave this facility my car is excessively dirty. We (The Tenants) we’re never notified verbally or in writing about the up coming or on going construction project and its toll that it would take on us customers. I requested a credit to my account for the previous months and the current months rate fee to compensate for the total customer disregard. In addition I requested a monthly car wash service to be refunded starting from the same date of the construction. This was all sent in the form of an email and was responded to by **** ****** (District Manager) He told me in a email that if I was that unhappy I could take my business to a different facility. I don’t feel like this is the response that would be given to customers from the corporate office. He has made this personal and has no incentive to do right by me and he made that clear with his response email. I have attached photo documentation that proves what I have said.

  Business response

  07/26/2022

  Thank you for your feedback and for bringing this matter to our attention. I am sorry to hear that you did not have a positive experience. We would like the opportunity to investigate your feedback further. Please contact our corporate office at ###-###-#### and ask to speak to our north regional manager.

  Customer response

  07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17***978, and find that this resolution is satisfactory to me.

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