ComplaintsforSelf Storage Plus

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a storage unit from the Haymarket location of Self Storage Plus (**** ***********************************, Haymarket, VA) online on Saturday, June 17, 2023. I then went to the facility at 11:00AM EST to pickup the keys but nobody was at the front office when I arrived. The following Saturday (June 24, 2023) at 10:15AM and again nobody was there. Both times I went were during their listed business hours. Then I called Self Storage Plus also on Saturday, June 24 around 10:15 AM to ask for a refund and cancellation of membership. The representative with whom I spoke informed me that someone would reach out to me to process the refund but nobody did.

  Business response

  07/11/2023

  Greetings,

  Appreciate you letting us aware of this complaint. We have reviewed and we validated *********************************** had been refunded on June 26, 2023. Communicated with *************************** he also verified refund had been processed. Attached is copy of ledger whihc shows time of transaction also refund. 

  Regards,

  Self Storage Plus. 

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1.Facility Access Hours -The facility hours changed abruptly, and management failed to notify tenants for months -Discrepancy between actual hours as webpage still notes Access Hours 6AM-10PM 2.Unsanitary Conditions -Prevalent odor of urine -Rodent Droppings within units -Damaged property; rodent urine pictured on pillows 3.Inadequate Climate Control -While you claim to have a climate controlled facility my belongings have been put at risk to variable temperatures. I have detected notable signs due to humidity, rodents, and insects. The unit has been swept 4.Live-in Tenants -There is a possibility that persons are living, evidenced by urine pictured in the attached image.5.Abandoned Trash -******* Post indicating dumping problem - ******************************************************************************************

  Business response

  07/06/2023

  Self Storage Plus has been in contact with ***********************, who is the customer associated with *******************************. We have compensated ***************** a month free rent and waiting on a response from ****************** as to which Self Storage Plus location he would like to transfer. Our last conversation was on 6/7/23 and I followed up via email on 6/21/23, but have not heard back from the customer.
  
  Thank you,
  *************************
  Senior District Manager
  *************************************

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented from self storage plus from 8/11/2022 to 2/4/2023 with no problems at all until it was time for me to leave in November I had brought a mattress there it happen to be raining that day and I was going to put my mattress into my storage but the employee who worked there told me no you can put it in this storage place that they had across from there office I was so nervous cause it was a new mattress not even a year old and all I had that I really paid for but he insured me it was okay he is the only one who could open it and also let someone else put there things in there as well will be okay until I came to get it as long as I was paying for my unit still so the day I leave I ask for my mattress they said they through the mattress out nobody called me told me anything come get it nothing even know the man got my number and unit number told me it was okay I called the office for a week and messaged a few people after like 9 days the district manager reach out to me tell me she can give me 200 dollars back for a brand new mattress that cost 1400 but I paid 860 for that’s not okay cause her employee she hired told me it was okay things will be good now he’s fired cause he was doing things he wasn’t post to another employee told me now me and my kids have to be at fault that’s not fair or okay I paid my rent and I listen to an employee now I’m being punished I want a check for the full amount of my mattress I’m a single mom of 3 kids just moved into my own place we are sleeping on the floor cause a mistake that her employee made that’s not my fault when if someone told me to come get it I would have that wasn’t even done nobody email or called me at all I even went there other times seen him he said nothing at all they have camera they can look and see him even say put your mattress in here it’s okay it will be fine

  Business response

  06/11/2023

  Hello,

  My name is **** *****.  I am the district manager of the Self Storage Plus location in Gaither.

  I received the attached complaint regarding **** *****.

  This is a customer that I personal worked with to accommodate the situation she had when renting a unit from my Gaither situation.

  I offered her $432, half of the cost of her mattress and she agreed this was fair.  The check was mailed to her from our accounting department and it was cashed on 03/09/2023.

• Initial Complaint

  01/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On Friday, December 16, 2022, I went to retrieve a few items out of my storage. As I was attempting to leave by using one of the elevators, it suddenly stopped working. I was stuck in the elevator for an hour with my kid and wife in the car, 30 degrees outside, not knowing what was going to happen. I am claustrophobic and I had an anxiety attack, and I haven't been myself since. I am requesting that other customers be informed of there lack of empathy and compassion for their clients.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The facility unlawfully auctioned off over $100,000 worth of vending machines I had stored at the facility without notice. I rented two units from this facility **** (online) and **** (in person) .When I rented online, I paid extra for a unit by the exit, but the facility did not give me a rental unit by the exit. I brought this to the attention of the facility but was ignored for being overcharged and not honoring the price difference or make adjustments to monthly payments. The vending machines were being sold out of the facility after they denied me the needed accommodations to reach out to the bidder to recover them. They did not also give me the rest of the money they made from the auction.Their insurance company, with insurance agreement not in compliance with state laws also denied my claim. I have not received any response regarding the 11/21/2022 letter despite receipts they had been signed for and delivered to all addresses in the letter. The district manager and director of operations informed me the vending machines had been removed from the facility but as of Sunday December 4, 2022, the vending machines were being sold out of the Self-Storage plus facility at a price that would have generated about $50,000 worth of revenue if not more. They lied about the vending machines not being stored at the facility and despite being aware the machines could not be sold permitted the sale out of the facility that generated about $50,000 worth of revenue if not more. They were all informed the vending machines which included ***** branded machines the undersigned was given to execute contracts could not be sold and are not for resale. It was in the best interest of the bidder to turn them over because they could not use or sell them because it belonged to ***** and the others were financed under a loan that had not been fully paid for.I need them to return the machines to service my contracts or pay for them to be replaced

• Initial Complaint

  12/30/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I requested a non-renewal of my parking space lease on Monday November 18th (My lease was through until the 2nd or 3rd of December, I do not remember which). I came by the next day Tuesday November 19th to park my trailer in my spot and was shocked to find that my gate access code was deleted. Since the office was closed I had to go park my trailer somewhere else, incurring risk and cost. When I came by the next day and told staff (*********************) of my issue, they stated that a new employee had messed things up and that I should have had access until my lease expired. He apologized but other than that did nothing to make up for what happened, I had requested a pro rated refund for November 18-Dec 2/3. He returned me the gate access and I entered the facility. To my shock and surprise, my parking spot was occupied, and tools that I had in my spot were gone (this was one of the reasons I went to the facility that day). I promptly returned to the office and notified **** of the issue. I told him at this point that I insisted that I wanted a pro rated refund that I had mentioned earlier, as well as the cost of lost items which I estimated to be approximately $40, the prorated amount was also $40. He again said he could do nothing. I insisted that he escalate to a manager, he said no one was available but that he could make some calls. I advised him that I was unable to stay for a resolution as I had a client I had to go see. I advised him I would give him until Tuesday November 29th to have his manager contact me. To this date 12/1/22 I have heard nothing. I think that is completely unacceptable behavior and I want this fixed.

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