ComplaintsforSmart Space Self Storage

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trailer was stolen from the ************* location in **************** on 12/29/2022. I notified the El Paso County Sheriff and filed a report. ******************* is on leave and the person filling in couldn't even give me a corporate number, insurance information or who the regional manager even is. He was not able to find any video footage of someone steeling my trailer. I looked up their corporate information and contacted someone named ********. She informed me that they have no insurance to cover theft and to take it up with my insurance.

  Business response

  01/13/2023

  Our facility is gated with surveillance cameras throughout the property, and every effort is made to ensure the security of our tenants belongings. We cannot control the actions of the general public, so it is a requirement of our lease agreement that all tenants carry insurance to cover their vehicles in the event that damage or loss occur while storing with us. In this situation, the customer did not have the required insurance coverage when a loss occurred, so he demanded that our business compensate him. Our company had no involvement in the loss that the customer suffered, so we are not obligated to compensate him. Per the terms of the lease that the customer signed, this matter would need to be handled by filing a claim with his own insurance provider.

  Customer response

  01/24/2023

   
  Complaint: 18680185
  
  I am rejecting this response because:

   

  It has now been 3 weeks since my trailer was reported stolen. It was taken within a 48 hour time period so it should have been easy to find surveillance photos or video of my trailer leaving their premesis. Unfortunately,  after three weeks they still cant find any pictures or video. I could have watched the video at single speed in less time.

   

  I was also alerted over the weekend that yet another trailer was stolen from this yard and once again, they have no surveillance video to help. Obviously there is a theft problem at this location and management has been zero help. Even the response to my complaint tried to pin the blame on me. Their facility is a joke with no help or accountability. I recommend using another company to keep your belongings safe.
  
  Sincerely,
  
  *************************

  Business response

  02/03/2023

  As stated in our initial response to this complaint, we cannot control the actions of the general public, which is why all tenants are required by contract to insure the vehicle(s) that they are storing to protect themselves in the event that damage or a loss occurs. In regard to this loss, we have fully cooperated with the authorities during their investigation and will continue assisting them in every way possible, but If the tenant is seeking financial compensation to recover from this loss, they will need to file a claim with their own insurance carrier.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Feb. 18, 2022, I reserved a storage unit online at Smart Space Self Storage, ***********************************************. I reserved a 5 x 10 storage unit on the 4th floor. I received three email confirmations, all containing the Reservation Code: ENA6SXXU3. I needed storage, because I had moved and needed to relocate my stored belongings. I booked Mojo Movers at the same time. Several days before the move I called Smart Space to clarify two things: on their website, there were no operating hours for Fridays when my reservation was booked, and the movers were scheduled for 3:30 PM. Since the closing time listed was 5:30PM, I was afraid they would run out of time. I spoke to a very helpful young lady who assured me that they were open on Fridays, and that as long as I paid for my unit by 5:30PM, the movers could continue until 9:00PM. I called on Feb. 25th at 4:43PM to say that I was on my way there to pay for the unit. I was told there was no unit reserved for me. I said I had received three notices that my reservation was secure. I was told there was no reservation. I told the man with whom I spoke that there was a moving van nearly full to come to my reserved unit. The man said I could make a reservation for the next day. I told him the cost for the movers would be exorbitant. He kept telling me that regardless of my emails, if it wasnt in his computer, my reservation did not exist. He was insulting. I am 80 years old, and he acted as though I was abnormal to be upset. The moving costs would not have exceeded $300. Instead they were $550. I am a pensioner. That kind of increase is devastating for me. I believe I should receive remuneration for the extra charges.

  Business response

  03/08/2022

  This customer made an online reservation for a unit at our facility on the afternoon of 2/18/2022. Our site staff documented phone calls to the customer on 2/19/2022 and again on 2/20/2022. These calls were made to confirm the reservation and lock in a time when the rental paperwork could be completed. We were unable to reach the customer and our calls went unreturned.This site has limited availability and given the lack of response from the customer, the decision was made to cancel this reservation at the end of the day on 2/20/2022. While we sincerely apologize for any inconvenience to this customer, our decision to cancel her reservation was reasonable given that we could not reach her to confirm. It is very common in this industry for reservations to be made by customers that never show up to rent. Without us being able to confirm the customers intent to rent, we were justified in our decision to cancel the reservation that she had made.

  Customer response

  03/09/2022

   
  Complaint: 16810525
  
  I am rejecting this response because:

   

   

  Why did I then receive emails on February 21 and 25 stating that I had a reservation and providing the reservation number ENA6SXXU3?  Also, I spoke to *******, the manager, several days prior to February 25, and she said as long as I paid before 5:30 PM on the 25th, I would be able to move my things in.  Why send an email saying that today was moving day, if I couldnt move in, because they hadnt been able to contact them.  Why had the manager not mentioned this seemingly vital piece of information?  Had I known, I would have paid for the unit well in advance.

  
  
  Sincerely,
  
  ***************************

  Business response

  03/18/2022

  This matter has been discussed in detail with the site staff at the location. While our staff recollects making and documenting multiple attempts to contact this customer by phone, they do not recall ever speaking to the customer. This is a very busy property and incoming calls where customers anonymously ask generic questions such as, "How late is your office open?" or "How late can I be on property because I have movers coming" are extremely common. If this customer did call to confirm that she could be onsite until 9pm as claimed, this specific reservation was not discussed during the conversation. If it had been, she would have been notified at that time that the reservation had already been cancelled. As mentioned in our original statement, we regret that this customer was inconvenienced in any way but we maintain our position that we did nothing wrong in this situation. Without being able to confirm the reservation that was made by the customer, we had no choice but to release the reservation to another customer. 

  Customer response

  03/22/2022

   
  Complaint: 16810525
  
  I am rejecting this response because: I spoke to *******, your supervisor, 24 hours after the incident, and she did not mention one of your points regarding why my reservation was not honored.  She apologized for the behavior of the young man with whom I dealt, but she mentioned none of your excuses.  I received no phone messages from the company, and she did not mention any attempts to contact me.

  
  Sincerely,
  
  ***************************

  Customer response

  03/24/2022

  I dont understand what this means.  I responded to the latest statement from the company and was awaiting their response.

  Customer response

  04/04/2022

  On Mar 25, 2022, at 9:15 AM, *************************** <*******************> wrote:
  
  
  On Feb 18, 2022, at 2:19 PM, SelfStorage.com <**********************************************> wrote:
  
    Email not displaying correctly?
  View it in your browser.
  
  Reservation confirmed.
  Reservation Code: ENA6SXXU3
  ________________________________________
  Move-in date: Friday, February 25th
  Storage facility hours and operations may be affected by local COVID-19 preventative measures.
  Before moving in, please contact your storage facility directly to ensure that their hours of operation are unaffected. If you'd like to move in early, your reservation is valid anytime between now and your move in date.
  Smart Space - ********
  9300 ******************
  ********, ** 80215
  **************
  View map  |   Add to calendar
  Manage my reservation
  *************************** Reservation code: ENA6SXXU3
  5' x 10' Unit 
  4th Floor, Climate Controlled, Interior $65.00 / month
  Online special: 50% OFF FIRST MONTH!
  $20.00 facility admin fee
  This is a one-time fee the facility charges to all new tenants. This is not a SelfStorage.com fee.
  
    Show this email when you move in.
    A government-issued I.D. is required for paperwork.
    Please check with the facility directly on any insurance requirements.
    Facilities may charge an admin fee at move-in.
  ________________________________________
  Facility Details
  ** Due to high demand we can only guarantee rates and availability for 7 days, though we will do everything possible to honor all reservations (availability permitting). Please book your unit within 7 days of your storage need. ** Also, The price quoted on this site does not include a nominal fee for the mandatory unit Insurance. Please check with the facility for the exact amount. Thank-you!
  
  
  SelfStorage **************************************** 75266-0675
  
  
  
   
  

  Business response

  04/13/2022

  The screenshot and email confirmation that the customer provided as evidence demonstrate that the reservation was made on an aggregator's website. SelfStorage.com is not affiliated with our company,so any communication between them and the complainant occurred outside of our knowledge or control. We maintain that our policies were followed and that the reservation in question was cancelled after being unable to contact the customer to confirm the their intent to rent the space.

  Customer response

  04/13/2022

   
  Complaint: 16810525
  
  I am rejecting this response because:  It makes no sense!  How can they handle the reservation process and yet have nothing to do with it and bear no responsibility for the process?  
  
  Sincerely,
  
  ***************************

*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. ↩