ComplaintsforWhitefish Self Storage

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Whitefish self storage rented us a unit. Water dripped through the roof and ruined belongings with mold and water damage. The contact is store at your own risk but they knew that there was water leaking in that unit as the bulge where the water is coming from has a piece of tape on it (must have been prior to us renting). They did not disclose that they knew this unit leaked or leaked in the past or else why would we have EVER signed that contract, paid to store items that were all just going to get ruined. What was I supposed to climb up and inspect the roof myself?? Sure at risk if a tree falls on it but it appears they KNEW it leaked and still rented it. Negligence!! And now no one is responding, I cannot live with mold of any sort due to abnormal heart rhythms, all of my belongings are ruined and Im sitting in an empty apartment I just moved into. They met to take pictures for evidence today but that is it, Ive been told I would be contacted but nothing.

  Business response

  05/08/2024

  Whitefish Self Storage has spoken to ******* on numerous occasions and met with her on site to look at the damage to her belongings. Unfortunately, ******* does not have a signed rental agreement with us. Someone else has a signed agreement for that unit. We have reached out to that person twice but have not received a call back. Because the rental agreement is with ****************** is the one I have to deal with legally. The rental agreement does state we are not responsible for any damages but at no time have we stated we will not help cover losses. We have asked that ******* file a claim with her insurance company (as our rental agreement requires you to carry it) and let us know the results and her deductible and then we can determine how to proceed. We have no knowledge of prior leaks in that unit. The tape she is referring to is used to hold the insulation together if it has a rip in it. Tape will not stop a water leak and it's absurd to think it would and we have communicated this to *******. We have engaged a roofer to come and take a look but we are waiting on his scheduling to know when this will happen. Her insurance company has reached out to us and we have called them back as well. We are not avoiding the issue and doing all we can as quickly as we can to determine the cause and determine the best course of action. 

  Customer response

  05/14/2024

   
  Complaint: 21659261
  
  I am rejecting this response because:

  It is failure to provide the service that they advertise in the first place. Despite having lawyers write up an unconscionable contact for terms of the unit, why else would you have a storage unit aside from four walls and a roof. That is it, that is what we pay you for. Claiming no insurances, no responsibilities is absurd, and leaving me high and dry waiting for an insurance adjuster (because I did have to file a complaint with my insurance) who cannot come out til 5/21 at the earliest, 22 days after I reported the leaking roof to the company ******************************* seems like total inaction on their part. Also renters insurance requires proof of damages which is hard to portray soaking wet items and water damage via photo, they do not cover mold, and in fact water damage either, and the company is totally lacking in responding to my insurance agent as to WHY the roof leaked (prolonging this process to the point which the case might get closed) despite having their caretaker come out, acknowledge the leak, and say oh sorry. This cannot move forward without a cause for the leak, and I am not a roof expert nor bringing out my own contractor. In conclusion, I see this as lack of accountability for supporting the service that they offer. *********************** is very much signed on this, and this response can be considered from the both of us.

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

  Business response

  05/21/2024

  Hello *******. We have engaged a roofer to assess the roof and determine if there was a roof leak and if so, provide direction on how to proceed. Until we have that assessment, we still do not know what caused the water intrusion. This has been relayed to your insurance company. They asked that we follow up as soon as we had this completed and once we do, we will provide any information given to us. We are not intentionally not responding. Thank you,

  Whitefish Self Storage

  Customer response

  05/22/2024

   
  Complaint: 21659261
  
  It has been three weeks since we reached out to let you know that the roof was leaking inside of the storage unit (4/30). As a massive real estate and investment company how can it be that there is not a contractor that you work with who can come out and determine the cause of the leak. Not only to say hey, why is my business leaking water we should probably find out and fix that, but also so it can be submitted to the insurance company to replace these customers ruined personal effects. There are tons of contractors in this valley. Without it the claim does not go foreword, as they need to see if the cause of the leak/roof damage qualifies for coverage. You manage properties, real estate, etc all over the country. I am still without the most simple items, working two jobs and still find time to come out several times to the storage unit to take photos for the claim. Will it be a year before I have a dining room table? Who knows. At this point its damage going beyond even our physical possessions. Would like to see more accountability from such a massive investment company. 

  Signed, 
  ******* ****

  *********************;

  Business response

  06/07/2024

  We have responded to ******* via text as recently as yesterday afternoon and have provided all updates to this point directly to the customer. Having to replay through a third party platform is not productive. We will continue to reply to ******* directly. Thank you. 

  Customer response

  06/14/2024

  Hello, 

   

  Im writing in regard to my case. They responded saying we were corresponding so I did not reply, yet weeks have past and they claim to be still waiting on response from the contractor but will not relay to me what he said, I believe they are withholding information that caused my case to be denied or reveals fault of their own that I would use to file in small claims court. They are stalling and denying and weeks are flying by. 

   

  Thank you,

  ******* ****

  Business response

  07/02/2024

  Documentation from the contractor was sent to the insurance company TODAY and ******* was also notified that this was done. This is what was promised and we followed through on that promise. Though it did not meet *******'s timeline, and as I have already stated to you, the contractor was asked (multiple times) and we finally received it today. 

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

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