ComplaintsforA A A A Auto Storage & Park

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My truck has been in storage with the company since June 2021. Business owner stated they moved my window down and it malfunctioned and would not roll back up. Owner is trying to bill me for repair and told me he is refusing to put window back up (via removing the door panel or do anything further for me because he does not like my tone. Please do not do business with this shady company. They care more about squeezing money out of people than making it right. I am active duty military and was forced to put my truck in storage because I was sent overseas and this is the welcome home I get.

  Business response

  05/07/2024

  Hi *****, 

   

  Shortly after you posted this complaint we made contact with you in an attempt to resolve this issue. 

  We explained that we were able to bring the window up and put notes all over so that your self selected trasnport company would not bring the window down using the switch. 

  In this phone conversation you also agreed to take down this complaint. You also agreed to do this via email. 

  Here is a link to the phone conversation: 

  **********************************************************************************

  We would still like you to remove the complain. until then this is a response to show any onlookers that we at least attempted to satisfy your concerns. 

  Please reach out to us if you have any other questions. 

  Thank you 

   

  -***** GM 

   

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was stolen while in the custody of AAAA. They were not storing my vehicle in their main lot but a small lot in Otay Mesa without letting me know that my car was moved to a different facility. The security at that facility appears to have been inadequate with several days passing before they realized the fenced lot had been broken into and my car removed. It also took them nearly a week to notify me that it had been stolen. Their insurance did eventually cover the loss after ~3 months but the whole process was stressful and the experience left me deeply unsatisfied with this company.The AAAA website emphasizes security, "Deploying several layers of security, our time-tested concern for your vehicle means peace of mind." From my perspective I payed them a total of ~$600 to keep my car in a well secured facility and expected that facility to be the location I left the car at. They ultimately stored my car in a different location with limited or ineffective security measures in place. As such I think a full refund would be in order. The last time I spoke with them they offered a partial refund of ~$250 which I did not accept as I deemed that unsatisfactory and the conversation left me with the distinct impression that they were not sympathetic to my case and were not open to further discussions.

  Business response

  09/28/2022

  Hi ********, 
  Apologies to you for not responding to this BBB complaint sooner as we only recently found out about it via an email from the BBB themselves saying the complaint had been closed. The BBB was nice enough to reopen the complaint so that I could respond publicly. 

  
  We are a 3 generation family business in operation for over 50 years. This sort of intrusion/ theft has never happened during that time until now. So while we regret that this happened to you and your car. We have a long standing history of our facilities being safe and secureand after our first conversation after the theft occurred, it became clear that you might have left your second key in the car at the time of drop off. This second key was never disclosed to us and could have contributed to the ease of theft. 

  
  Once we confirmed that your vehicle was taken from our custody, we immediately spooled up our robust primary insurance policy to start a claim and get you paid. The amount that they paid out was comparable to what the market price for a replacement vehicle was. We searched these in real time during one of our phone conversations. 

  
  In addition, we reached out several times at the beginning of September to offer you a full refund. However you have decided to become unavailable and communicate via mediators. 

  
  We have since take steps to avoid this problem from ever happening again by avoiding outdoor storage at our Otay facility in light of the swell of illicit border activity earlier in 2022. We cannot control border activities and incidents out of our hands but WE CAN control our response to these events. We continue with our unwavering commitment to the best customer satisfaction possible to honor our patrons trust.

  
  Thank you 
  ***** & ******************;
  AAAA Auto Storage & Park 
  

  Customer response

  09/28/2022

  To address the points brought by **** to my original complaint:

  I left both key fobs to the car in the possession of the **** employee that handled the check in process and I have two witnesses as well as myself that can attest to the fact that both key fobs were knowingly left in the custody of ****. I will also point out that the employee that we checked the car in with was not ***** or ******************* and so they do not have first hand knowledge of the drop off. As such, both keys were left in **** custody and it was their responsibility to ensure they were handled properly which was clearly not the case. 

  Regardless of the second key fob, the ease of theft was an indication of the poor security provided. Given it took several days for the business to identify the break-in, it would have been easy to steal the vehicle even without the key as that would only come in to play once they were clear to drive it off the lot.

  The note that **** looked at the evaluation of my vehicle in real time is correct, which was not nearly as thorough as the month or two of market research I had done at that point and, in fact, the vehicle pricing they initially pointed out in real time was not for the correct model of car that was stolen.

  **** notes they reached out several times in September to offer a refund. This was only after I had posted a negative review and came with the condition that I remove said reviews. This type of activity is, to my understanding, in violation of both the ****** and Yelp review policies per providing financial incentives to change reviews.

  **** also notes they have made changes to make sure this doesn't happen again, which is certainly one right step from the business, but obviously comes far too late to affect the outcome in my case.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩