ComplaintsforSentry Self Storage, LC

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Sentry Storage of ************ ** has failed in maintain their facilities in good conditions, there is a major leak in the Unit #**** that my ex husband and I have been paying for 4 years, the leak created a nasty mold in all the items (furniture and boxes) that were in the storage unit until Dec 30/2023, Sentry Storage refused to pay for the total loss of the furniture and items and the payment of a company to disposal all items because the mold.

  Business response

  01/11/2024

  To whom it may concern at the Better Business Bureau:

  Sentry Self Storage ************* has no record of a current or prior tenant by the name of *******************************************. For legal and privacy reasons, Sentry is unable to discuss current or previous tenant information with anyone other than the leaseholder of record. 

   

  Regards, 

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

  Customer response

  01/22/2024

   
  Complaint: 21119192
  
  I am rejecting this response because:
  
  The unit #**** was under the name of ******************************* (my ex husband), on September 30/2023 I went to Sentry facilities in ************ to comply with the final orders of the court and change the storage and content to my name, the manager of Sentry was there but she neglected to do the change instead she charged my credit card ending ****. On November 30/2033 I was back in Sentry to fix the name and again Sentry staff neglected to do the change but again charged a credit card for 2 months and late fees.
  Please find attached the credit card transaction and the Sentry Card they provided me with the number of the unit and the code to access.
  My question for Sentry is: if my name is not in the records, why they accepted my payments and even charged me for late payment?

  on December 30/2023 I moved out my belongings from that storage, realized that my furniture has serious mold damage, the girl in the front desk took the pictures and I got videos, this girl said that the manager was on vacation and she was not able to tell me the procedure to get a compensation to even cover the payment of junk truck to dispose that furniture, the manager never call me and I did call her but she refused to meet me and find a solution for her negligent actions and the lack of Maintanance of their facilities.

   Sincerely,

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

  Business response

  01/23/2024

  As with the initial response, Sentry Self Storage can only discuss tenant information with leaseholders on accounts. Moreover, a storage unit's lessee cannot be changed unless both the current and pending lessee are present in the office to legally switch a lease from one lessee to another. This was explained to Ms. *********** several times. During these conversations, she indicated she knew the access code and the unit number of her husband's unit. Moreover, she had keys to the lock on the unit. This indicated to the storage office staff that she was provided with these details by the lessee and therefore she could access the unit provided the rent was paid to current. This was explained to her and after much back and forth, she paid the past due rent in order to access the unit. Having said that, the legal tenant for the unit in question is the only person the office staff can converse with about any concerns related to the unit. Ms. *********** is not the lessee, therefore, concerns about the unit, the term of storage, lease stipulations, or account notes (to which there are several detailed notes) will not be discussed with her under any circumstances. The office staff will speak to the lease holder of record provided that person contacts the office to discuss any concerns related to their term of storage with Sentry. Regardless of the spin Ms. *********** places on the issue here, the fact does not change that legally, the office will only speak to the lease holder of the unit she continues to inquire about. 

   

  Regards, 

  Sentry Self Storage

  Customer response

  01/26/2024

   
  Complaint: 21119192
  
  They legally accepted me as a renter when they charged my credit card and if we check the cameras on Sept 30 and Nov 30 you will see Sentry employees writing in a cards the unit number and the code (that I attached in the last response because I had the key but not the code). ******************* is in Houston and talked over the phone with the manager on Sept 30 (I was in front of the Manager when he called) to authorized the change, the manager didnt say to him that needed to be in person, she didnt say anything to me that day that she couldnt make the change, in fact she made me thing that everything was fine because, as I said before, she was more eager to charge my credit card than do the right thing. 

  If ******************* is the renter, I have another question for Sentry: Was ******************* notified that the storage unit has a leak and all the contents have mold and water damage? If so, when they advised *******************? What was ******************* answer? 
  if no, Sentry is not acting in good faith with their renters, and in this case, with the person paying the unit for the last three months (me), I understand they dont want to discuss with me but I paid for three months so I we want a solution for the inconveniences and the cost of move and disposal of all furniture as you can see in my pictures and the girl (Sentrys employee) has too, because she was in the unit taking her own pictures on Dec 30 saying to me that she doesnt know what to do and that she would ask the manager to call me in January but the manager never called. Conclusion: Sentry employees  dont  know or dont want to take the their responsibility in the lack of maintenance of the unit. 
  Sincerely,

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

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB, Dated 3/30/2022 Had taken this storage place with protection plan of **** dollars but unfortunately had rodents attack my personal belongings as acknowledged by the business. Even after endless follow-*** they kept promising that someone would reach out but none. Furthermore they gave me an insurance company that was not even based in US. Eventually they never responded either. I am sending my contract and agreement with them. Kindly help me to resolve my issue.

  Customer response

  11/28/2023

  Dear BBB, 

  you rock! 
  

  God Bless you all for every little efforts you do to help us. 
  

  amen 

  Business response

  12/04/2023

  Pursuant to receipt of this complaint, the issue was investigated and it was determined that the insurance company did not show a record of a claim filing. The insurance company was unable to determine if this claim had been overlooked. So, to rectify the situation, the claim was filed/re-filed with ***************************** of ******************* on 11/30/23. ***** acknowledged receipt of the claim via email on 12/1/23 and indicated ******************* would soon issue a claim number and tracking information which will be emailed to the complainant as soon possible. 

  Customer response

  12/04/2023

  Thankyou dear BBB, 

  I feel so happy that I am heard, please and kindly continue to push forward with it so I can get it resolved. 
  

  really appreciate your prompt intervention with them. 
  the business did not cooperate professionally enough. 
  

  Thankyou once again

  Business response

  12/08/2023

  Upon further detailed review from *********************** claims adjusters, it was determined that Mr. *********************** ********************************* protection plan claim was denied based on seeking replacement value for items stored in his unit that were in direct violation of the signed lease agreement. Please see attached Claim for 619 submitted by the tenant, as well as the signed Lease Stipulation and Lease Rules and Regulations forms. This claim is considered closed as a result of the evidence provided. 

  Business response

  12/08/2023

  Upon further detailed review from *********************** claims adjusters, it was determined that Mr. *********************** ********************************* protection plan claim was denied based on seeking replacement value for items stored in his unit that were in direct violation of the signed lease agreement. Please see attached Claim for 619 submitted by the tenant, as well as the signed Lease Stipulation and Lease Rules and Regulations forms. This claim is considered closed as a result of the evidence provided. 

  Customer response

  12/13/2023

  Dear ******, 

   

  I havent heard from the business yet still. Can you kindly let me know what is the status of the complain. 
  kind regards,

   abdul 

  Customer response

  12/13/2023

  Dear BBB, 

  ****** in the management asked me to put the values of the items damaged. That was it. I am not seeking the replacement but intact the insurance worth of $2000 as the business assured me of. 
  

  kind regards, 

  abdul 

  Customer response

  12/15/2023

   
  Complaint: 20912510
  
  I am rejecting this response because:

  Dear BBB, 

  ****** in the management asked me to put the values of the items damaged. That was it. I am not seeking the replacement but intact the insurance worth of $2000 as the business assured me of. 
  

  kind regards,
  

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

  Business response

  12/19/2023

  Please refer to the response on 12/8/23. The Protection Plan will not cover rodent damage when evidence indicates that there are/were food items stored in the unit. Storing food in units is in direct violation of the terms of the lease agreement specifically because stored food attracts rodents. There is nothing further Your Storage Place can/will do in this matter. 

  Regards,

  Customer response

  12/19/2023

  Dear BBB, 

  thanks for continuously following up with me. 
  this unit did not have any food items stored. I was cautious and well aware of this. 
  kindly help me resolve this within your platform. 
  

  Thankyou and kind regards, 

  abdul 

  Customer response

  12/20/2023

   
  Complaint: 20912510
  
  I am rejecting this response because:

  Dear BBB, 

  thanks for continuously following up with me. 
  this unit did not have any food items stored. I was cautious and well aware of this. 
  kindly help me resolve this within your platform. 
  

  Thank You and kind regards, 

  *****
  

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

• Initial Complaint

  09/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ***************************** ************** district manager promised me $80 refund that i never received in the mail basically lied to me and stole my money after i moved out during the month . i will be contacting the police and a attorney

  Business response

  09/14/2022

  **************** refund has been processed and has been handled per our Company guidelines.  Refunds have an anticipated turn around time of 4 to 6 weeks.  ************ vacated from his storage unit on August 26, 2022.  The District Manager generated the refund the same day and it was entered for payment by the site staff on the same date.  The home office during its schedule of reconciliation of the facilities accounting, has since prepared and processed the refund for payment and it is being  mailed this week to the address provided by ************. The timeline and process for refunds were explained to ************ at the time of his move out. 

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