ComplaintsforStore Space Self Storage

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/17/2021 Items were stolen from storage unit that they aren't trying to compensate for

  Business response

  01/28/2022

  Business Response /* (1000, 12, 2022/01/17) */ Upon review, the customer has failed to produce the necessary information for his claim. Per our claims department, details of the theft were investigated, and the police and store management found there to be no proof of false entry to his unit. Consumer Response /* (2000, 14, 2022/01/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is not truthful my property was stolen and police wasn't called to the scene and employees there saw two locks my lock was laying on the ground cut off and other one was putted on storage unit and employee their saw it so they are a liar My property was covered by their tenants protection

• Initial Complaint

  12/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I currently rent 2 store units from this facility; Units 3047 and 3059. I have my monthly payments automatically deducted from my credit card, to prevent any missed/late payments. My payments for the month of October included a late fee for both units; $20 and $26. Although my card was charged normally for these payments, the late fees were added, which should never have happened. On 4 sepatate occasions I went to the office at this location. The first time, I was told there was a mistake in processing payments, which results in some renter being charged late fees. I was also told that those amounts would be credited back to my card on file. This was in October. I went another time in October and I was told that it would be credited on my bill for November. That never happened. I went twice in November, and I was told the same thing for December's bill. There was no credit. So, it's been 2 months, and there is no resolution to charges that never should have happened. I posted receipts from my payments. My charges come out on time, but my refund/credit has not. The rent has gone up twice for unit 3047 since June, I've received notifications that the rent is going up on BOTH units in January. I don't mind paying what I owe. But when something is owed to me, I want it returned in the same manner.

  Business response

  01/20/2022

  Business Response /* (1000, 13, 2022/01/04) */ After careful review of the customer's account, we did find that the auto debit was not processed until the 6th of the month, which caused a late fee to be added onto the account. We contacted Mr. ******** and left a detailed message, along with my return number on 1/4/2022 @ 2:50 pm. We also credited Mr. ********'s account for the late fees he incurred and are sorry for any inconvenience that resulted from this delayed charge. Mr. ******** was given my office line to contact me if he is not satisfied with the outcome of his complaint. We strive to provide our customers with the very best service and appreciate his patronage with Store Space.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been renting a storage unit from this company. First I reported mold everyone ignored my complaint (staff on location). It took a month for my claim to be acknowledged. They continue to charge me while my stuff is still in there unit, but have yet to make any accommodations for me. I sent pictures of puddles of water in the building to confirm how my stuff could get molded. Plus the amount I pay changes monthly. One month it's was $118 this month it's $138. All plus tax! Not even sure why they are charging sales tax on a storage space.

  Business response

  12/08/2021

  Business Response /* (1000, 5, 2021/11/17) */ In researching Ms. ****'s complaint with us in regards to her items and claim, we do not have a claim on file from her. In reviewing system notes (attached), in early October throughout current, she has been told that their is no claim currently in our database for her. Per these notes, she has been asked several times to bring in her paperwork or share emails from our claim department. To date has not. Additionally, upon a customer noticing damage to their unit, we require our property manager to substantiate the customers claim of damage. To date Ms. **** has not shown our staff the damaged items in her unit. Our district manager has spoken with Ms. **** several times this month regarding the circumstances to try and assist her, but Ms. **** has refused to bring in or demonstrate that her complaint is valid. She has also denied her unit belongings be protected, which is against the terms of her lease. Consumer Response /* (3000, 7, 2021/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just received a letter from this company stating my claim is denied. So for them to say I didn't report anything is a lie. The district manager spoke with me one time in person. When Ms ****** spoke with me she seemed Confused as to why I was upset and had nothing good to say about StoreSpace. I actually found my original contract and is does state that their protection does not cover mold or mildew. But it is responsible for water damage up to $5000. So hypocritical!!!! My belongings got mold from the moisture in the warehouse. I sent a picture with water just sitting in the warehouse. I didn't not bring wet items to the unit! Yet my real issue that I have with this company StoreSpace is it's arrogance. They know that the facility is old and needed work yet gave me a unit where work needed to be done. Then knew they had staffing issues and really couldn't rely on their staff to document or relay messages. Knowing these things instead of offering and apology and try and make the situation better for me they choose to take no responsibility. When you place your belongings somewhere you expect them to be safe, and in the event that something happens unbeknown to you sympathy. My satisfaction is that I spoke up, and that I hope I made someone feel uncomfortable and unappreciated because that's how I felt. The owners of companies like this make money in their sleep. Meanwhile consumers like myself try to figure out who to trust..... Business Response /* (4000, 13, 2021/12/03) */ I have researched Ms. ****'s claim. Please see attached TPP signed contract from Victoria **** (attached). Our plan states, Section 4. item B, that mold and mildew are not covered under the plan. Our building is a climate-controlled space, and even though Ms. **** presented a photo of an area of our building that took in some water due to a severe storm, her unit was not in proximity to where the water produced.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My girlfriend opened a complaint that was closed as she is not on the lease of the storage unit. I'm continuing this complaint to reach a well-deserved resolution. The location we rented from is the Madison Ave location in Indianapolis. Our storage unit has been broken into TWICE. The first time, the business completely denied it being a possibility and the staff member working told us not to call the cops. We moved units. This second time, a new staff member is telling us that our unit was broken into because of the lock we had. This lock is the lock system provided by the business. Everyone else is on a cylinder lock system, except for us and a few others. We were compromised because of a lock this location provided to us. We are at our wit's end. We have paid for this service for a year and have had our things stolen TWICE. What service are we paying for if our things can be stolen without repercussions? The building itself is completely insecure. The cameras do not work well and people can enter the building easily. They have a massive issue with vagrancy and we have seen people living in some of the units - we even saw a man bathing out of a bucket. The only money this company spends is on the contracts they write to protect themselves. They do not spend money on the quality of their service. They do not spend adequate money on pest control and security systems to assure that their patrons are provided the proper security in storing their items. Attached are photos of our unit the first time it was ransacked (we had packed our things nicely and taped up boxes), the lock on our unit, and evidence of mouse poop on our things. We've also attached a detailed description of the events that have unfolded thus far.

  Business response

  01/07/2022

  Business Response /* (1000, 14, 2021/12/03) */ We are looking into Mr. ***** case and his claims at the property. Consumer Response /* (3000, 16, 2021/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is being done? The first response also said that the issue was being looked into with no resolution. Business Response /* (4000, 18, 2021/12/13) */ Upon researching this complaint against us, we have no formal claim on Mr. *****'s account due to the theft in his unit. I will be reaching out to Mr. ***** to collect the police report and details connected with his theft claim. We will work with him to find the right resolution. Consumer Response /* (4200, 20, 2021/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is untrue. We have discussed this with multiple employees multiple times including a regional manager. There have been two police reports filed. Business Response /* (4000, 24, 2022/01/05) */ After careful researched we have documentation from Mr. ***** file and unit notes that he self-insured his unit with us. Please review and find the following attachments. 1. Cameron *****'s lease- Jan. 10, 2021, Section 10. which outlines our requirements for all customers to have insurance on their units. Customer was offered the opportunity to sign up for our Tenant Protection Plan but declined. 2. 2nd attachment shows Mr. *****'s addendum to his lease with us, when he declined tenant protection on his unit. Per documentation, he assumed all risks of loss or damages. 3. Unit notes dated Jan. 10, 2021 at 4:28 PM, when Mr. ***** declined protection with our call center agent who rented his unit to him. 4. Mr. ***** logged a complaint about his unit having a red plate and lock on it, when back on Dec. 2, 2020 he also claimed a theft to previous unit. At that time our manager filled out an incident report and notes in the system (see notes dated 12/2/2020 at 10:31 AM attached), when customer secured his unit with a red plate and pad lock, which was not tampered with. Customer had previously used the same lock and plate used in this alleged theft. 5. Per camera surveillance, there was no activity showing the items claimed by customer to have been stolen (large tub filled with equipment requiring two peo9ple to have to move). All unit hallways, entry and exits show no proof of activity or entry codes. We appreciate Mr. *****'s patronage. After careful review of his claims, his agreed upon waiver of our TPP and supplying his own insurance and a lack of proof of this theft, we cannot issue a refund. Please see attached supporting documents. Thank you. Consumer Response /* (4200, 26, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. Cameron *****'s lease- Jan. 10, 2021, Section 10. which outlines our requirements for all customers to have insurance on their units. Customer was offered the opportunity to sign up for our Tenant Protection Plan but declined. - I was offered insurance through Store Space but declined because I hold my own renter's insurance which covers my belongings. The dispute is not with insurance coverage, the dispute is with services provided by Store Space. Those services being adequate security measures to reduce likelihood of theft, which is consistently reported by others yet not documented or adequately addressed by Store Space. 2. 2nd attachment shows Mr. *****'s addendum to his lease with us, when he declined tenant protection on his unit. Per documentation, he assumed all risks of loss or damages. - This is redundant to #1, refer to #1 response. 3. Unit notes dated Jan. 10, 2021 at 4:28 PM, when Mr. ***** declined protection with our call center agent who rented his unit to him. - This is redundant to #1, refer to #1 response. 4. Mr. ***** logged a complaint about his unit having a red plate and lock on it, when back on Dec. 2, 2020 he also claimed a theft to previous unit. At that time our manager filled out an incident report and notes in the system (see notes dated 12/2/2020 at 10:31 AM attached), when customer secured his unit with a red plate and pad lock, which was not tampered with. Customer had previously used the same lock and plate used in this alleged theft. - In the first theft at my storage unit I addressed this with the manager in question and pointed out to them that the lock had in fact been tampered with and the red plate bent, providing entry to the unit. The manager named Amanda, who by the time of the second theft had been fired, also said that no one had ever broken in to any of the units and that it was not possible. She then went on to tell us that we should not file a police report because, "there is nothing they can do anyway." I called into the Store Space call center and informed them that the manager had said this and they confirmed that this was not protocol. Amanda then went on to ask my girlfriend privately if there was any chance that I had "gotten mad at her and come in here and stolen things out of the unit". This was bizarre, inappropriate and when she made these statements she seemed overly defensive and nervous. The police officer that showed up confirmed that she was behaving strangely. Again, the manager who filled out the "incident report" was terminated (this was confirmed with other employees that were later working in her stead). Both the lock and the red plate were provided by Store Space upon renting the unit, despite them later stating that the lock and plate mechanism given to me were in fact not supposed to be used to secure their units and a cylinder lock should have been used (again, confirmed by current employees who informed us that that lock and locking plate should not have been provided to us by Amanda). 5. Per camera surveillance, there was no activity showing the items claimed by customer to have been stolen (large tub filled with equipment requiring two people to have to move). All unit hallways, entry and exits show no proof of activity or entry codes. - On both occasions we requested that video footage be reviewed and after consistently asking, we were eventually told that there was not any footage because the motion detection on the cameras did not always work adequately. If cameras are not actively recording and storing footage, there will not be footage of any theft. These were not small sized or small quantities of items that were removed from my unit. Belongings had actively been moved from one side to the other (on both occasions) so that they could be sorted through to find whatever the thief was looking to take and then remove from the unit. This is one of my qualms with the service. While insuring items may not fall under the jurisdiction of Store Space, the service provided by Store Space is expected to involve basic measures to secure customer's belongings. - Throughout this entire process, Store Space has been actively deceitful. With myself concerning that anything was even stolen, in this thread and in discussions surrounding security footage. Everything is being done to cover themselves and deny any and all responsibility at every turn. I am not fabricating that someone stole thousands of dollars in belongings, boxes of family photos and heirlooms.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a storage unit at ****************************************** and my complaint is a few months back my storage unit was broken into what happened is that the perpetrators bought a lock that looks like mine which is a master lock that you can buy at******** or anywhere and what they did was cut mine and replaced it with the one that they bought that looked like mine and I have to go get Gary who is the store manager to cut my lock or actually the lock that they bought but he said it would cost me such as such a mount so I just said just wait I need to save the money and I went home called my daughter to see if she had a bolt cutter into what she did I showed up at the storage place decided I would go ahead and buy one of their locks and Gary said that he would go go ahead and cut the lock for me at no charge and that's when I noticed things were missing he had already left I saw that things were a disarray and also when my daughter came back into town she also noticed quite a few things were gone to because they also had stuff in my storage with me we took pictures of everything even the footprint that we found on one of our totes also found the plastic piece that the Master Lock comes in that was burnt and that's what they did they burn it so they could get their lock out and replace the one that they broke of mine so I have to do a police report and make a list of all the items that were missing what's all this was done everything was mailed or emailed to TPP and I guess that's the insurance people so once that was done I kept after them on the results because it was taking a little while a few weeks ago I received an email that it was denied because it did not show forced entry I mean doesn't someone cut in your lock and replacing it considered forced entry I want this problem resolved basically I want the money that is owed to me because the way I feel right now they are basically calling me a liar and that's not what I am and I have asked to see the cameras for the month of April and May and I am told that there are no cameras facing that way that doesn't make sense to me all I know is that some of my property was stolen and now I'm not getting anything for it and this is not the first time that this place has been broken into

  Business response

  11/11/2021

  Business Response /* (1000, 5, 2021/10/28) */ I will look into this claim and follow up once I have have had the time to review and assess the circumstances around the said theft. We will follow up with Ms. ****, if necessary. Consumer Response /* (3000, 7, 2021/10/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept that because he said he was going to look into it and then contact me if necessary but what needs to be done if they need to talk to Gary who is the manager at that facility or location he is aware of what happened and what I have in my possession which is the plastic piece that they lock that they bought came in and they burnt it to open it and also the insurance people did not even bother to talk to Gary. I will attach a picture of the plastic peace that their lock came in Business Response /* (4000, 9, 2021/11/01) */ I did speak to the store manager. This customers claim was denied because our staff and the police found no false entry to the customers units. She claims that someone cut her lock. That someone was our store manager, Gary, upon request from Ms. **** as she stated her key would not work. Please see attached notes and files pertinent to Ms. ****'s claims. The police found no camera footage to substantiate Ms. ****'s claims of a theft in her unit. We have no other thefts reported during this time frame at the property. Consumer Response /* (4200, 11, 2021/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't believe that anybody is understanding what I am trying to say my original lock which was a Master Lock was cut by the perpetrators and they replaced it with a lock that looks just like mine yes Gary the store manager has to cut the lock that the perpetrators replaced after they had cut mine so I don't know why people just can't seem to get things straight yes my storage is broken into because the perpetrators cut my original lock

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've already complained but I just set up a BBB account and I have more details now about my situation at store space on Kings ave. Unit 3199. I was there twice tonight at 9:30pm Oct. 18 and a couple hours later 12:00. after 10 pm I can't get in since I don't have 24 hour access but a Darnell (nice black guy) let me. But he has only been there 2 weeks and they gave him 24 hours access without even asking for it and he said he doesn't even need 24 hour access!! OK So I'm starting to believe this is a racist thing because of the two front desk managers are of color...! and they keep changing their story at first it was "we are having homeless problems" and now they say you need a business license" and Darnell told me he doesn't have one!!! So go figure that one out!....

  Business response

  11/22/2021

  Business Response /* (1000, 8, 2021/11/04) */ We are researching the situation on our end. If necessary, we will reach out to Mr. *********. We do not offer 24-hour access at the majority of our properties for the safety of our customers stored items. Consumer Response /* (3000, 10, 2021/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is obviously a "boilerplate" response! Something they'd even say if someone got murdered in there facility! Heartless!! And they never got back to me I still don't have 24 hour access like others do!!!! Also they didn't respond to the point that racism is not involved here - so that leads me to the conclusion that they don't care about racism. Lets see what the FTC says about this and yelp and many other places, where I can show their pathetic response!!! Business Response /* (4000, 15, 2021/11/16) */ The door Mr. ********* is complaining about was broken due to a customer and is in the process of being repaired once the new door arrives. This has little to do with Mr. *********'s complaint. Please review attached lease, section 38 of Mr. *********'s lease he signed at Store Space. Being the new owners of the building we are within the terms of the lease to modify building access hours, especially for the security and safety of our property and primarily our customers belongings. 24-hour access is not permissible at our properties. We want to ensure that our buildings are safe and free of any vagrancy, which could lead to damage of our and our customers property. We are sorry that Mr. ********* is not happy with our lease terms as we cannot offer him 24-hour access. We understand if he needs to find another self storage alternative for his belongings and wish him well. Please find attached lease, customer notes and ledger. Mr. ********* has hopped units every three months to try and game the systems in allowing to only pay 50% of his rent. This is also against our Store Space policies. Additionally, you will find on his Unit #1100 notes on 4/20/2021 that Mr. ********* was aware of the access to the building. Thank you.

• Initial Complaint

  09/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had a storage with the store space on West 29th Street and my storage unit was broken into before I moved into my storage unit I had let them know that my door to my storage was broken it never was fixed but is documented I had over $5,000 worth of items stolen out of my storage unit they told me that they did not have cameras they also told me that they had to get the DVR in order to look back to see if it was there fault that my storage unit got broken into and the lady clearly told me that they had an issue with the equipment for the garage door and they had to leave it open for the customers to get in their units I have not heard anything from them insurance people I had been talking to the store director she won't tell me who the insurance people is nobody has contacted me all of my things were stolen and it has been over a month ago I made a police report I gave the police report nobody has contacted me I just want my to be paid for. My everything was in that storage unit now I

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/09/24) */ After review of Ms. *****'s complaint, it appears that her claim was sent in on September 8, 2021. The claim paperwork clearly states to allow 2-4 weeks to receive a reply. There has also been receipts requested from Ms. ***** to substantiate her loss. To date our claims department has not received them. A member from our claims department will be reaching out to her over the next 24-48 hours. Consumer Response /* (2000, 8, 2021/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Who is ms.B****? Is this for me******* ***** or someone else. I HAVE THE ORGINAL POLICE REPORT. THAT FACT OF THE MATTER IS, YOU GUYS HAVE NO CAMERAS, THE GARAGE TO THE CUSTOMERS UNITS WAS LEFT OPEN BECAUAE IT WAS BROKEN THAT USUALLY NEEDS A CODE TO ENTER, MY UNIT DOOR WAS BROKEN AND REPORTED THE 1ST DAY I OPENED MY UNIT AND NOW MY BELONGINGS WAS STOLEN OUT OF STORE SPACE UNSECURED STORAGE FACILITY. YOU DONT HAVE CAMERAS TO TELL ME ANYTHING ABOUT THE PERSON VEHICLE OR WHO EVENBENTERED MY UNIT.ITS ********. I SENT PHOTOS ALONG WITH RECEIPTS AND THE ORGINAL POLICE REPORT. YOU ALL ARE ASKING ME FOR PICS OR WHAT WAS STOLEN. YOU GUYS SHOULD BE TELLING ME THE MAKE AND MODEL TIME IT WAS BUGARLIZED AND AND A DESCRIPTION OF THE SUSPECT BY YOUR CAMERAS. BUT YOU can't because you all have no working cameras. I paid for insurance I jyst need my things paid for. Thank you Business Response /* (4000, 17, 2021/10/04) */ ***Document Attached*** Note's from Ms. *****'s file and recorded calls... ****** ***** rented unit **** on 5/14/2021 through the call center. She denied TPP stating that she had her own coverage and she would provide proof of insurance. The tenant called the on site office on 5/24/2021 and stated that her door was broke. Nathan, the on site manager took the call. He let the customer know that would need to come to the site to remove the lock so he could fix the door. He also let the customer know that she still needed to provide her proof of insurance. Nathan, the on site manager, inspected the door and if was off track. The unit was not in this condition when it was leased to******* *****. Nathan stated that the tenant must have ran into with something large during move in. The tenant come in the following day and remove the lock so he could fix the door - which he did and the door was working find once put back on track. At this point she did not have proof of insurance. TPP was added to customers account on 7/1/2021. On 8/16/2021 tenant called in to claim that her unit had been broken into. The tenant stated that at 9:30 pm on 8/15/2021 when she went to her unit, it was locked but had been cleared out of all items except clothing. Nathan told the customer that she would need to file a police report and come to the office to complete a TPP claim form. She would also need to list the items that were missing. Nathan inspected the unit, found it without a lock, the door was working fine, there was not sign of forced entry. The unit was still full of her clothing items. Nathan informed******* that she needed to remove her clothing items from the unit. Nathan looked at gate codes and had seen that the tenant had entered the building several times daily in the days prior to the break in. Gate code access information is attached. Jalen, the assistant manager, filled out the TPP claim. The tenant said she filed a police report but the police would not come to the property to provide conclusive evidence that the unit was broken into. The tenant provided a hand written list of items stolen. I have attached the handwritten note of missing items. Jalen emailed the TPP claim on 8/16/2021. During a store walk through on 8/20/2021, the management team noticed the unit still with no lock and full of clothing. The tenant called me, Terri, on 9/9 to inquire about her claim. I told her that I would reach out to TPP claims for an update. I happened to be at the property on this day and as I was doing a walk through noticed that*******'s unit was unlocked but still full of clothing. I called******* back to let her know that she needed to come and empty her unit. That she could not be moved out of the unit because it was not empty and she would owe September rent. She told me that she would be in the following day to clean out unit. She never returned to the site to clean out her unit. The management team had to clean out unit. I've attached pictures of how Ms. ***** left her storage unit along with her access log which substantiates her ability to utilize her storage unit fully with no issues. There is also a copy of her payment ledger last payment of 8/6/2021 that is currently in delinquency status due to non-payment. Thank you. Store Space Mgmt. Consumer Response /* (4200, 19, 2021/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yall are still living about when yall received the claim. Screenshot clearly on Sept 8 asking why the haven't heard from you all. Pics sent then and again on August 16th and Sept 26th. I have a voice recordering from last week when i went I went I office where he said and showed me on the computer the date the claim was sent. This is doing too much yell are in the wrong and doing too too lieing. I've did EVERYTHING YOU ALL HAS ASKED SINCE AUGUST 16TH. HERES THE SCREENSHOTS OF DATES IVE SENT YOU ALL EMAILS YALL PLAY 2 MUCH ITS ABOUT 2 BE 2MONTHS PLAYONG WITH YALL ON THIS CLAIM. YOU ASK ME. I THINK U GUYS INSURANCE I BEEN PAYONG 4 IS FAKE Consumer Response /* (3000, 21, 2021/10/05) */ ***Document Attached*** Yall NEED 2 STOP LIEING MAKING EXCUSES AND RUN ME MY BREAD FOR THE ITEMS LEFT IN YOUR SUPPOSEDLY SECURED FACILITY. I LEFT YOU ALL IN CHARGE TRUSTING YOU ALL AND JYST IN CASE I HAD INSURANCE. STORE SPACE F A I L E D BOTH TIMES. Your IN the wrong with this chump change CLAIM THST YALL HAVE BEEN DRAGGIBG ON 4 ALMOST2 MONTHS. Business Response /* (4000, 23, 2021/10/14) */ WE have supplied the BBB with all of the files and documentation for Ms. *****'s claim. We have a witness who corroborates that there was no damage to Ms. *****'s unit as she claims. She is still occupying a unit and in delinquency for non payment. She is telling us that she vacated, yet the unit is filled with clothing and other items. We sent a photograph of her unit in the attachments on October 4th. Consumer Response /* (4200, 25, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Speak with my attorney thank you

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August of 2021 on the 27 or 28 I vacated a storage unit at Storage Sense in Cape Coral Florida. I proceeded to go to the office and let Nina (property manager)know I had vacated. It was well before the 5:30 closing time, but the office was closed. I called the office and left them the message that I was vacated and it was cleaned out. In the beginning of August my boyfriend *** spoke to Nina and had my Credit Card and automatic payment taken off of their system. Nina showed *** it was completed. On September 2, 2021 a payment was automatically taken out of my bank account for the amount of $132.84, which caused my account to be overdrawn incurring a fee if $34.00. I have called and spoke to Nina in 9/7, 9/13 and on 9/16 spoke to Kevin who called Nina in another location. I have written to corporate on 9/13/21 and still no results from either the site or corporate . 9/22/21 I called again and left a message on the properties voicemail. I want my refund and fee reimbursed.

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/24) */ I am working with our accounts payables department to ensure that Ms. **** is reimbursed for her unit and the draft fee she incurred. Consumer Response /* (2000, 7, 2021/09/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I HAVE RECEIVED THE REFUND FOR THE STORAGE UNIT OF 132.84, i AM STILL WAITING ON THE 34.00 INSUFFICIENT CHECK FEE TO BE REFUNDED.

• Initial Complaint

  09/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Yes I would like to file a complaint against this company I got the storage unit thinking that my stuff was going to be safe and secure I only had the storage unit for six days I was going to put some more items in my storage unit and I found out that my storage unit was broken into items were missing I call the police if I'll report they took fingerprints they told me they do not have cameras by the units they only have cameras for the elevator which I found very strange I think it was an inside job I think that the people that work there at the particular storage space is hiding evidence they were being very suspicious someone needs to investigate this store space And the officer told me this is the fourth time the storage unit has been broken into someone needs to do something about this I just shut the place down completely and I file a claim I have not heard anything from the claims office the lady told me she said to emailThe cleaning company but I didn't even give her a form to

  Business response

  11/11/2021

  Business Response /* (1000, 15, 2021/10/19) */ This is the first time this complaint has been sent to my office. I will be reaching out to Ms. ******* to find out the circumstance of her theft. We are not familiar with her situation, but do intend to speak to her and find resolution.

*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. ↩