ComplaintsforLakeland Storage Annex

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  May 5 and 6 2022 On May 5th I found the front gate wide open and no one to call except the police. Even the police doesn't know how to get a live person on the phone. On May 5 and 6 I called their only business number and left numerous complaints. I never got a person on the phone. No one ever called me back. Now I realize I DONT have the new code for the lock so that I can get to my things stored there. They will not call me back. According to their note posted outside the door, it can take SEVEN DAYS to get a single phone call from these people. To SEE a person I have to request an appt which can take 14 days...7 days for them to retrieve my message and 7 more days to make an appt. That is entirely UNACCEPTABLE business practice. I pay almost $200 a month for a unit that's not even climate controlled and in my opinion completely exposed to vagrants and whomever wants to slide through the large space between the 2 gate doors. I feel ripped off and misused. They are supposed to be accessible for emergencies. What if a person wants to close their unit or rent a new one? There isn't anyone around to take care of a single issue. I need to have the code to get into my unit. I paid with my debit card on time and deserve to have immediate access to my things stored on their property.

  Business response

  06/17/2022

  Business Response /* (1000, 6, 2022/05/16) */ Our company is under new management and new ownership. ************* was good friends with the previous manager. Once we took over the facility Ms. *** took it upon herself to find reasoning to why we are not fit for her storage needs. We offered her to move out if she was not happy with our services. She decided to stay. We added new lighting, new gate access, new camera system, new security system. At which time we have now implemented a rate increase to our facility. That's when the harassment started. Ms. *** then drove by the facility several times stating that one of our tenants "slipped through the gate" when in fact they had gate access. She stated that she saw the gate open on another occasion when another tenant was gaining access to the facility. She has called multiple time throughout the day accusing us of not being secure or available for her. We told her that if our facility is not suitable for her then we recommend her to find another facility that is. Now she states that she is going to get an attorney. We do not have a sign that says we will contact someone within seven days. We are available during office hours 9a-5p except one hour lunch. We also have an emergency line posted if there is an emergency. We have several cameras in the front of the facility including a Ring Doorbell, for emergencies. Consumer Response /* (3000, 8, 2022/05/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. I was not good friends with the previous manager. I don't even know her name nor do I have a cell or email or address in which to contact her. I simply stated that she did a great job. I always felt safe there while she managed it. They own TWO storage facilities in Lakeland with the SAME PHONE NUMBER. It is posted at the location on Memorial that it takes an appointment to see them and that it takes up to 7 days. They do NOT always answer the phone during business hours. Also, they are not watching the cameras. The gate does not close nor lock on its own. So, yes, I found the gate open several times and the manager had no knowledge of it. I am NOT harassing these people. I drive down that street to get to a family's house or to other businesses I visit on a regular basis. I do not make special trips to check the gate. I have a life. If I happen to see the gate open I stop to see what's happening only because valuable things of mine are stored there. I have stored my things there peacefully and happily for 5 years. I always paid on time. This new company obviously does not actively listen to my complaints and concerns but jumps to conclusions. It's a horrible company. Anyone storing their things there are putting themselves in harms way. There are too many places for a bad person to hide and too many ways to get in. It is not worth the money they are charging. It's not even climate controlled. There's a wonderful place to rent a mile away. Same price and they have a great security system, a gate that automatically closes and a manager on site 6 days a week all day. They charge the same amount almost to the dollar and each room is climate controlled as well. Business Response /* (4000, 10, 2022/05/19) */ We stand by our first response. Once again, as explained to her a few months ago, when I met with her in person, we are a remote location. She came into the office while our Security Team and the Camera System was being installed. I showed her around and told her exactly how the business would be operating, she chose to still rent at our facility. As time went on and the rent increased (due to all of the upgrades being done to the property) she started making accusations which I can prove are untrue. One false accusation was my customer (who rides a bike) slipped through the fence. He is a tenant with us and has access to the facility. We no longer wish to do business with her since it has become problematic with other tenants renting at our facility.

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